Role Purpose: To ensure the service given to B2C and B2B customers is of the highest standard in the industry while maximizing their Life Time Value through excellent customer service and daily operational checks and verification.
Maintain high standard of quality and quantity of responses on all Customer Operation related topics and all aspects of the role – i.e. general account queries, game play, payment info and checks, cash out checks, Anti-Money laundering and Under-age prevention checks with external agencies
Carrying out 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)
Analyses and investigates accounts being brought to relevant Operation queues and reports and takes relevant actions on such accounts as required
Carry out daily Documents checks and deals with negotiations, legal threats, prevention of charge backs and settlement on members account as required by both lines of business.
Carry out daily Anti-Money Laundering and Underage checks and take appropriate actions as required. Work as part of the Danish team alongside the Danish TL and Supervisors and Fraud/Support teams, both in GIB and in Antigua
Must have/Essential Skills: Customer Service Experience Computer Literate Internet experience and awareness High Level of intelligence, reasoning and analytical ability Good negotiation skills Customer Focused Ability to comprehend and analyze financial/statistical data Fluent in Danish and English Excellent communication skills Approachable Confident verbal communicator Strong team player Decision Maker Excellent organization skills with ability to meet deadlines Confident, Flexible No restrictions to working in Gibraltar Willingness to work unsocial hours – for example late nights and weekends
Nice to have/ Desirable: Experience in fraud or risk management Poker/Casino/Sport Betting Knowledge Knowledge on systems used by 888 Prioritization skills Knowledge of gambling industry Diplomatic Ability to go the extra mile Ability to work under pressure
Competencies Good working Knowledge of the support departments key functions, procedures and policies. Ability to work independently and as a part of a team, to tight deadlines in a dynamic and fast moving environment Excellent Communication and negotiation skills Problem solving, investigative and multi-tasking skills Attention to detail