Job Description
Not your ordinary customer service role! Joining our team of European Customer Account Advisors in Malta gives you the opportunity to support our 90 million-strong global customer base by offering epic customer service.
As the world’s favourite online gambling brand, you will play an important role in shaping our customer experience. You will be supporting a wide range of contacts relating to betting, payments, and account queries: you will provide guidance and solutions via live chat, email and phone.
With a focus on providing exceptional customer service when handling multiple queries, this full-time position requires a highly adaptable and motivated individual.
Offered on a full-time basis, the role involves working seven shifts from Monday through to Sunday, followed by seven days off. A typical shift consists of working from 14:00 until 01:30.
Before joining the Twilight team, during the training period, successful applicants should be available to work any 5 days from 7 between the hours of 09:00 and 22:00 before joining the Twilight team where your training and development will continue to ensure you succeed in your bet365 career.
We offer a competitive basic salary plus enhanced rates of pay, development pathways, and a rewarding bonus scheme. We also invest in building your sense of belonging with a variety of social and team events throughout the year. Your health and wellbeing are supported with comprehensive health insurance and a wide range of perks, including free gym access, birthday leave and healthy snacks to keep you energised throughout your day.
Preferred Skills, Qualifications and Experience:
- Fluent proficiency in verbal and written Bulgarian communication in a fast-paced environment.
- Clear communication in English, both written and verbal, to handle diverse questions.
- Passionate about exceeding customer expectations and resolving issues efficiently.
- High-level multitasking and handling multiple interactions simultaneously.
- Proven stress resilience and the ability to thrive under pressure.
- Independent problem-solving skills and initiative to resolve customer issues proactively.
- Open to feedback and personal development focused.
- Competent computer literacy, including CRM platform experience.
- Experience in a dynamic customer service environment is preferred.
Main Responsibilities:
- Providing a positive customer experience and first-time resolution when assisting customers with queries and complaints.
- Liaising with internal departments in English in order to resolve our customers’ queries.
- Responding to customer queries in a timely manner via live chat, email and telephone.
- Using internal tools to assist and take ownership of your customer query.
- Investigating issues thoroughly and escalating queries where necessary.
- Maintaining knowledge of policies, procedures and licensing requirements.
- Promoting safer gambling.
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