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Danish speaking Customer Operations Representative
- Telecommunication, Call Centre, Customer Service Jobs
Description
Are you dreaming of moving abroad to new and exotic surroundings with the possibilities of advancing professionally at the same time? Then we may have just the thing in Gibraltar! Here you will be working along side Scandinavian teams in the booming iGaming industry while enjoying life in the warm Southern Europe.
About the Client
Our clients aims the vision of being the market leader in the global online gaming industry, as measured by number of members and member satisfaction! They provide quality entertainment to people who enjoy gambling, by giving them the opportunity to do so in a safe, fun, fair, regulated and secure environment. To enable employees and shareholders to prosper and the company to grow.
Based in Gibraltar their Customer Support Team is available 24 hours a day, 7 days a week, offering assistance in 11 different languages by phone, email and live online chat. The group has other offices around the world and employs over 880 full time members of staff.
Why Gibraltar?
Gibraltar has become quite a fascinating destination for expats to explore due to its unique location and political situation. For the expat who is looking to reside in a country that accepts most major European currencies, Gibraltar makes more an interesting choice due to its nature to be easily livable for Europeans. Another aspect of “living” in Gibraltar that is unique is that many expats commute there daily by crossing the border from Spain.
Gibraltar offers spectacular views and a great style of life!
We are looking for people who can tick off these following skills:
- Native level of fluency in Danish and excellent command of English, both verbal and written.
- Previous proven Customer Service experience.
- Excellent communication skills and customer focus.
- Computer literacy and internet know-how/skills.
- High level of intelligence, reasoning and analytical ability.
- Ability to comprehend and analyse financial/statistical data.
- Good negotiation skills and approachable nature.
- Confident verbal communicator and ability to make decisions.
- Strong team player, confident and flexible when required.
- Excellent organisation skills with the ability to meet deadlines.
- Prioritisation skills.
- Ability to work under pressure.
- Willingness to work outside of set business hours – for example late nights and weekends.
The job entails:
- Maintain highest standard of quality and quantity of responses on all Customer Operation related topics and aspects of the role – i.e. general account queries, game play, payment info and checks, withdrawal checks, Responsible Gaming and Regulatory Compliance, Anti-Money laundering and Under-Age prevention checks with external agencies.
- Perform conversion/retention efforts through promotions, events, bonus offers and various outbound projects via telephone, chat and email.
- Handling all customer related queries via all contact channels (telephone, chat and emails) and escalate sensitive cases according to set procedures.
- Analyse and investigate accounts raised to relevant Operation Queues/ Reports and take relevant actions on such accounts as required.
- Perform daily documents checks and deal with negotiations, legal threats, prevention of charge backs and settlement on member accounts as required by both lines of business.
- Carry out daily AML and Under-Age checks and take appropriate actions as required.
- Work according to established standards and liaise with the Fraud Dept. in GIB on all Risk related issues (RM deposit declines and/or Chargebacks).
- Work as part of the Danish Team alongside the Danish Team Leader and Supervisors and Fraud/Support Teams in relevant operational location.
- Perform additional tasks as required by the Team Leader, Supervisor, Customer Relations Managers, Operations Managers or HOD.
Hard Skills
- Multi-line phone proficiency
Soft Skills
- Communication
- Adaptability
- Problem-solver
- Decision maker
