Customer Support Agent (Spanish)

Lcky Group; Melilla; On-site; EUR 18,000 - 24,000; Full time

Benefits offered by this job

A competitive and attractive salary

Private health insurance

Annual wellbeing benefit allowance

Social events for building strongrelat

Job summary

LCKY Group is hiring a Spanish-speaking Customer Support Agent based in Melilla, Spain to deliver top-tier service and ensure player satisfaction.

You will handle inquiries, assist with games and accounts, and collaborate with multiple departments to resolve issues and protect players. This role requires Spanish as a native level and good English, with shifts including nights and weekends.

Qualifications

• Experience in customer support, preferably within iGaming.
• Native level of Spanish with a good level of English.
• Willing to work shifts (night and weekend shifts included).
• Exceptional communication skills, both written and verbal.

Responsibilities

• Respond promptly and professionally to customer inquiries via live chat and email.
• Provide accurate information and support to players regarding games, promotions, accounts, and technical issues.
• Resolve customer complaints and issues efficiently, with first contact resolution in mind.
• Assist with account verification processes, including KYC.
• Monitor and report on player feedback and suggest improvements to enhance experience.
• Collaborate with departments to resolve complex issues and protect customers from gambling harm.

Skills

Spanish native

English proficient

Customer support

Problem solving

Attention to detail

Shift work

Job description

We are looking to hire a Spanish-speaking Customer Support Agent to deliver a high level of service while always ensuring player satisfaction.

Based in our fantastic office in Melilla (Spain) you will have the opportunity to be part of something unique and help our business to continue to provide a first-class service to all of our customers.

We are growing rapidly so this could be a great step into long term career progression.

What will you be doing?

• Respond promptly and professionally to customer inquiries via live chat and email.
• Provide accurate information and support to players regarding games, promotions, accounts, and technical issues.
• Resolve customer complaints and issues efficiently, ensuring a high level of customer satisfaction with first contact resolution in mind.
• Assist with account verification processes, including KYC (Know Your Customer).
• Monitor and report on player feedback, suggesting improvements to enhance the player experience.
• Collaborate with other departments, such as Responsible Gambling, Fraud & Payments & AML to resolve complex issues and improve service delivery and protect customers from potential gambling harm.
• Stay up to date with industry trends, game updates, and company policies to provide informed assistance.
• Participate in training sessions and team meetings to continuously improve service skills and product knowledge.

Who are you?

• Hold a proven background in a customer support role, ideally within the iGaming environment
• Willing to work shifts (night and weekend shifts included)
• Previous sportsbook experience would be a plus
• Native level of Spanish with a good level of English
• Exceptional communication skills, both written and verbal
• High level of attention to detail
• Enjoy problem solving
• Ability to work well under pressure
• Based in or willing to relocate to Melilla

By joining us, you're not only gaining an opportunity to work and collaborate with the best talent in our industry, you’ll also enjoy a range of fantastic perks!

• A competitive and attractive salary
• Private health insurance
• Annual wellbeing benefit allowance
• Social events for building strong relationships with colleagues

About LCKY Group:

LCKY Group brings together a portfolio of leading online casino brands - LuckyCasino, HappyCasino, FlaxCasino, Vera&John, OneCasino and RoyalCasino - alongside its in-house game studio, Swintt. With a strong people-led culture and a proven ability to build and scale in regulated environments, the group is well positioned to accelerate its momentum across key markets.

LCKY Group continues to expand across international markets: Sweden, Finland, Ontario, and Chile, as well as in Spain, Denmark and the Netherlands. The Group is home to a diverse and multiskilled workforce, based in a range of locations, including Malta, Stockholm, Sofia, Barcelona, Estepona, Gibraltar and Melilla.

The Group also operates in the B2B vertical through its in-house game development studio, Swintt, which delivers high-quality slot games to operators worldwide.

With an unshakeable belief in its people that’s woven into the company’s DNA, LCKY Group looks boldly to the future with a focus on building appeal in regulated markets.

Learn more about us at https://www.lckygroup.com/

At LCKY Group we firmly believe that our diversity is what makes us unique and that everyone is welcome to enjoy the ride! We are committed to uphold a high level of diversity and inclusion throughout our group.