We are one of the world's leading betting and gaming companies. In 2022, the Group acquired the international (non-US) business of William Hill to create a global industry leader. Headquartered in Gibraltar and listed in London, the Group operates from 15 offices worldwide and employs over 12,000 people globally.
The Group's mission is to lead the gambling world in creating the best betting and gaming experiences, bringing unrivalled moments of excitement to people's day-to-day lives. It achieves this by developing state-of-the-art technology and content-rich products that provide fun, fair and safe betting and gaming entertainment to customers worldwide.
The Group owns and operates internationally renowned brands, including 888casino, 888sport, 888poker, William Hill and Mr Green. In addition, the Group operates the SI Sportsbook brand in the US in partnership with Authentic Brands Group
Role Description
We are looking for service-oriented individuals to provide best-in-class service in responses to our customers’ inbound contacts via phone, chat and e-mail.
You will be working with a top-notch and highly skilled team, you'll be at the forefront of creating amazing customer experiences in a well-established and leading organization within the online gaming industry.
Working shifts: from Monday to Sunday 09:00 AM to 00:00 AM
Your tasks will include
- Handling all customers’ queries received via phone, chat and email.
- Maintaining the highest standard of quality and quantity of responses on all Customer related topics (ie. general account queries, game play, payment and withdrawal queries, Responsible Gaming and Regulatory Compliance as applicable).
- Working according to established standards as part of the Team alongside the Team Leader & Supervisors.
- Escalating sensitive cases according to set procedures to relevant departments.
- Performing additional tasks as required by the Team Leader, Supervisor, Customer Relations Managers, Operations Managers or Head of Department.
- More experienced agents may be asked to assist with mentoring of new team members.
- Full training on all aspects of the job (knowledge, soft skills) will be provided!
Benefits
- Competitive salary above industry standards
- Performance bonuses
- Meal vouchers
- Night supplement (25% for night hours)
- Weekend supplement (10% for weekend hours)
- Private medical subscription
- Referral bonuses
- Possibility of professional development and internal moves within the Company
What skills are we looking for
- B2+ fluency in Romanian, both verbal and written.
- Service mindset, good negotiation skills, empathy and customer focus.
- Confident written and verbal communicator.
- Reasoning skills, analytical abilities and ability to take decisions.
- Strong team player, confident and flexible when required.
- Excellent multi-tasking skills, ability to work under pressure.
- Computer literacy
- Willingness and ability to work out of regular business hours – afternoons/nights and weekends.
Position ID: E7.A37
