Customer Service Host

DIGI Outsource; Ceuta; Presencial; EUR 26.000 - 34.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance

Life Assurance

Income protection

Employee Assistance Programme

Descripción de la vacante

Betway, part of Super Group, is seeking a Customer Service Host to join our international contact center in Spain. You will engage with customers via live chat, calls and emails, delivering high-quality service in Spanish and English while upholding safe, responsible gaming standards.

You'll work in a dynamic, shift-based environment and contribute to cross-selling products, data entry, and relationship management across regions using translation tools as needed.

Formación

• Spanish as home/first language essential
• Fluent in English and Spanish; read, write and speak fluently
• Valid work/residence permit for the European Union
• Completed high school qualification
• 2 years' work experience post qualification

Responsabilidades

• Provide world-class customer service by responding to customer queries by telephone, email, and online chats in first language Spanish and/ or second language being English where applicable
• Assist on tasks within other regions by using company translation tools provided, this is only if all tasks on the product that you are scheduled to work on have been completed
• Processing and resolving of incoming and outgoing contacts in a multimedia environment
• Processing pertinent information into relevant databases
• Completion of tasks assigned during shift
• Customer relationship building and management as well as cross selling of products and services
• Problem solving tasks during shift
• Handling and taking full responsibility for customer related queries
• Excellent time management and adherence to schedule
• Performing extra tasks given by team managers as required

Conocimientos

Spanish (native)

English (fluent)

Educación

High school diploma

Descripción del empleo

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Do you see yourself as one of those \"out-of-the-box thinkers\", \"Technical masterminds\", \"Outstanding creatives\", or \"Mind-boggling number crunchers\"? If so, we want to welcome you to the Betway family and celebrate what makes you unique!

Our global customer base is exploding and we need your skills to support us on this exciting journey!

Who we are

We're part of Super Group, the NYSE-listed digital gaming company behind some of the world's leading Sports and iGaming brands.

At Betway, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We're empowered to achieve the ultimate in high-performance gaming experiences using the best technology available.

Our International customer support teams, consist of specialist hosts who have knowledge and understanding of the customers within their specific regions. Customer welfare is forever at the forefront of our strategy at Betway. We want to ensure all of our customers enjoy our products in a safe and responsible gambling environment.

Who we're looking for

We're on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway, every day is action-packed, and we expect you to bring your A-game. In return, you'll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

We're on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

As a Customer Service Host, you'll be supporting the delivery of high-quality service within the contact centre covering, but not limited to, engaging with our customers through live chats, calls and emails, assisting them with their queries and/complaints. This will help us excel at providing world class service to stay ahead of the game.

Due to the geographical locations we service, please note that this position entails shift work based on the requirements of the organization and its clients.

What you'll be doing

As part of your role, your responsibilities will include:

• Providing world-class customer service by responding to customer queries by telephone, email, and online chats in first language Spanish and/ or second language being English where applicable
• Assist on tasks within other regions by using company translation tools provided, this is only if all tasks on the product that you are scheduled to work on have been completed
• Processing and resolving of incoming and outgoing contacts in a multimedia environment
• Processing pertinent information into relevant databases
• Completion of tasks assigned during shift
• Customer relationship building and management as well as cross selling of products and services
• Problem solving tasks during shift
• Handling and taking full responsibility for customer related queries
• Excellent time management and adherence to schedule
• Performing extra tasks given by team managers as required

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you'll bring to the table

The necessary skills that we require for this role include:

• Spanish as home/first language essential
• Fluent in English and Spanish; able to communicate effectively (read, write and speak fluently)
• Valid work/residence permit for the European Union
• The ability to handle complex interactions clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Exceptional attention to detail, ensuring high standards of quality in all interactions
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Be available for shift rotations
• Completed high school qualification
• 2 years' work experience post qualification

Desirable skills you've got up your sleeve

It would be great if you also have some of the following skills:

• Be in a possession of a degree or a diploma advantageous
• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Expertise in managing multiple customer contacts simultaneously

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Adaptability
• Ownership and accountability
• Initiating action
• Resilience
• Team orientation
• Integrity
• Innovation

What you'll get back

We offer a great variety of personal and professional benefits to help you thrive at Betway and Super Group. This includes:

• We're dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
• Your hard work and achievements won't go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
• Health Insurance.
• Life Assurance.
• Income protection.

Be part of that Superclass feeling

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 20 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It's all about putting your experience first and ensuring honesty and fairness in all we do.

Here, your growth is supported and your contributions valued.

Game on!