Danish Customer Support Agent

Danish Customer Services Agent (Online Gaming)

The role:

  • 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
  • Work as part of the Danish Team alongside the Danish Team Leader, Supervisors and Fraud/Support Teams in the relevant operational location.
  • More experienced representatives may be asked to assist with mentoring new team members.
  • Perform additional tasks as required by the Team Leader, Supervisor, Customer Relations Managers, Operations Managers or HOD.

Knowledge Skills & Experience:

Must have/Essential 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.

Nice to have/ Desirable:

  • Experience in Fraud or Risk Management.
  • Experience in the Online Gaming Sector.
  • Knowledge of CRM systems.
  • Sales Experience.
  • Responsible Gaming experience.
Job Category: Latest jobs in Gibraltar
Job Type: Full Time
Job Location: Gibraltar
Salary: DOE

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