Spanish Customer Operations Representative

evoke; Ceuta; Presencial; EUR 24.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Financial: Competitive salary

Hybrid working: up to 80% work from""홈

Holiday entitlement

eLearning

Family Support: maternity/paternity

Health & wellbeing support

Healthcare: comprehensive benefits

Descripción de la vacante

evoke is seeking a talented Spanish Customer Operations Representative to join our strong team and support customers for one of the world’s leading online gaming brands. You will assist customers via live chat, telephone, and email, strive for first-time resolution, collaborate with other departments, verify documents, and follow Responsible Gaming and Compliance processes to ensure quality service.

This role offers hybrid working and rotating shifts (08:00-16:00 / 16:00-24:00) with ongoing

Formación

• Assisting customers via live chat, telephone, and email, depending on business needs.
• Ensuring first-time resolution for our customers using all available tools and resources.
• Collaborating with other departments in resolving specific cases to deliver excellent service.
• Verifying specific documents from customers.
• Participating in training processes to ensure quality service and proper development.
• Applying regulatory and internal processes related to Responsible Gaming, Compliance, Complaints, Transactions, etc.
• Analyzing contacts to optimise performance.
• Using various software and back-office tools.
• Taking part in projects as needed with the management team.

Responsabilidades

• Assist customers across live chat, phone and email channels.
• Aim for first‑time resolution with available tools.
• Collaborate with other teams to resolve complex cases.
• Verify customer documents for compliance.
• Participate in ongoing training to maintain service quality.

Conocimientos

Responsibility

Autonomy

Problem-solving

Teamwork

Communication

Multitasking

Working under pressure

Adaptability

English proficiency

Herramientas

Live chat software

Back-office tools

Descripción del empleo

We are looking for a talented and highly motivated Spanish Customer Operations Representative to join a strong group, developing one of the world's leading online gaming brands.

The Spanish Customer Operations Representative provides customer assistance for the evoke brand by delivering excellent-quality service to our customers across our platform and communication channels.

What you will be doing:

• Assisting customers via live chat, telephone, and email, depending on business needs, in areas related to products and brands offered in evoke group.
• Ensuring first-time resolution for our customers, using all available tools and resources.
• Collaborating with other departments in resolving specific cases to deliver excellent service to our customers.
• Verifying specific documents from customers.
• Being part of training processes to ensure quality service and proper development.
• Applying all regulatory and internal processes related to different areas, such as Responsible Gaming, Compliance, Complaints, Transactions, etc.
• Analyzing your contacts to optimise your performance.
• Using a variety of different software and back-office tools.
• Being part of specific projects according to business needs and personal features with the management team.
• Embracing feedback as a source of development for your career.

Who we are looking for:

A person with the following features:

• Responsibility, autonomy, and problem-solving.
• Teamwork spirit and a positive attitude.
• Good communication skills.
• Multitasking skills.
• Ability to work under pressure.
• Ease in adapting to change
• Good English level, both oral and written.

Desirable:

• Experience assisting customers.
• Experience in the online gambling industry.

*Please provide an English CV with your application. This role involves working in two rotating shifts(08:00-16:00 / 16:00-24:00).

What we offer:

Our roles offer more than just a job, you'll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

• Financial: Competitive salary;
• Hybrid working: Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!;
• Holiday entitlement;
• eLearning;
• Family Support: Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities;
• Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts;
• Healthcare: We prioritize your health and well-being, offering comprehensive healthcare benefits;
• and more.

More about evoke

We're a business that embraces change and progress. The power behind big name brands William Hill, 888, and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction, and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That’s the future. That’s evoke.

At evoke, you'll benefit from flexibility and a culture built on trust. We'll give you the space to be yourself and the tools you need to protect our customers while they play. We'll invest in your future to help you develop your unique strengths and build a career that’s right for you.

Apply

At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.