Customer Service Specialist - Multilingual (Mandarin Speaking)

BVGroup; La Línea de la Concepción; Presencial; EUR 28.139 - 37.519; Jornada completa

Descripción de la vacante

BVGroup is seeking a Customer Service Specialist - Multilingual (Mandarin Speaking) based in Gibraltar. You will provide support across live chat, email and phone in a fast-paced 24/7 operation for a global betting and gaming audience.

You will handle queries in English and Mandarin, resolve issues promptly, maintain high communication standards, and collaborate with peers to ensure consistent customer experiences.

Formación

• Full professional proficiency in English & Mandarin (spoken and written).
• Previous experience in a multi-channel customer support role is preferred.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to work in a 24/7 shift environment, including nights and weekends.
• Strong time management and multitasking capabilities.
• Comfortable working with CRM systems, ticketing tools, and chat platforms.

Responsabilidades

• Provide support across live chat, email, and phone within a 24/7 operation, ensuring customers receive consistent, high-quality service.
• Manage a wide range of queries across multiple languages, deliver timely and effective solutions, and ensure every interaction results in a positive and professional customer experience.
• Manage inbound chats, emails, and calls, delivering prompt, courteous, and effective support.
• Resolve product, account, or service issues in line with company procedures.
• Maintain high standards in written and verbal communication.
• Multi-task across platforms while managing customer expectations professionally.
• Escalate complex issues when necessary and follow up to ensure full resolution.
• Adhere to defined KPI and SLA targets.
• Keep up to date with internal processes, system changes, and product knowledge.
• Work collaboratively with peers and managers, contributing to a positive team culture.

Conocimientos

English

Mandarin

Herramientas

CRM systems

Ticketing tools

Chat platforms

Descripción del empleo

Overview

Customer Service Specialist - Multilingual (Mandarin Speaking) based in Gibraltar. BVGroup brings over 80 years of expertise to delivering technology-driven betting and gaming experiences to a global audience. BetVictor is our flagship B2C brand, complemented by partner brands such as Heart Bingo and talkSPORT BET. Our SaaS platform is fully developed and ready to deploy, requiring minimal setup and no complex configuration. Join us at BVGroup to make an impact in a fast-paced, global industry and help define the next generation of online sports betting and gaming.

Responsibilities

• Provide support across live chat, email, and phone within a 24/7 operation, ensuring customers receive consistent, high‑quality service.
• Manage a wide range of queries across multiple languages, deliver timely and effective solutions, and ensure every interaction results in a positive and professional customer experience.
• Manage inbound chats, emails, and calls, delivering prompt, courteous, and effective support.
• Resolve product, account, or service issues in line with company procedures.
• Maintain high standards in written and verbal communication.
• Multi-task across platforms while managing customer expectations professionally.
• Escalate complex issues when necessary and follow up to ensure full resolution.
• Adhere to defined KPI and SLA targets.
• Keep up to date with internal processes, system changes, and product knowledge.
• Work collaboratively with peers and managers, contributing to a positive team culture.

Qualifications

• Full professional proficiency in English & Mandarin (spoken and written).
• Previous experience in a multi-channel customer support role is preferred.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to work in a 24/7 shift environment, including nights and weekends.
• Strong time management and multitasking capabilities.
• Comfortable working with CRM systems, ticketing tools, and chat platforms.

Performance & Work Pattern

• Maintain high-quality standards across all communication channels.
• Meet or exceed SLA and KPI targets.
• Achieve team and individual KPIs set by the department.
• Rolling shift patterns for continuous 24/7/365 coverage.
• 8-hour shifts with 30-minute breaks.

Additional Information

Our interviews are a two-way process, designed to give you time to get to know us as we get to know you. The interviews are conversational, and we encourage questions and curiosity. If the role attracts sufficient applications, the vacancy may close early; please submit your application as soon as possible.