Spanish Customer Service Host – Online Gaming

Office Collective; Madrid; Presencial; EUR 9600 - 13.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Structured learning and development

Career progression opportunities

Regular performance feedback

Employee Assistance Programme

Group Life Cover Funeral Fund

Income Continuation Benefit

Medical Aid Subsidy

Retirement Annuity Subsidy

Descripción de la vacante

Office Collective is seeking a fluent Spanish-speaking Customer Service Host for our on-site Cape Town operations. You will handle inquiries via phone, email and live chat, resolve issues and promote products within a fast-paced, regulated gaming environment.

You will work rotational 24/7 shifts supporting Spanish-speaking customers, ensuring high-quality service, accuracy and timely resolution while complying with industry regulations and security requirements.

Formación

• Fluent or native-level Spanish with excellent written and verbal communication.
• Strong English communication skills.
• Experience in customer service within online gaming, iGaming, sports betting or online casino.
• Understanding of player behaviour and customer journey in online gaming.
• Experience supporting customers via live chat, email and telephone.
• Ability to handle complaints professionally and take ownership from start to finish.
• Attention to detail when handling customer, account and financial information.

Responsabilidades

• Deliver outstanding customer service to Spanish-speaking customers via telephone, email and live chat.
• Resolve a variety of customer queries, requests and complaints.
• Take full ownership of customer issues through to resolution.
• Provide accurate information about products, services, accounts and promotions.
• Process customer information accurately across internal systems.
• Build positive relationships and identify opportunities to introduce products and services.
• Handle multiple conversations while maintaining accuracy and service quality.
• Collaborate with colleagues and other departments to resolve complex issues.
• Follow gaming, compliance, security and responsible gaming procedures.
• Meet performance, quality and schedule requirements.

Conocimientos

Spanish fluency

English fluency

Customer service

Online gaming knowledge

Handling complaints

Problem solving

Attention to detail

Teamwork

Adaptability

Educación

Matric or equivalent

Descripción del empleo

Spanish Customer Service Host – Online Gaming Cape Town | On-site | Full-time | Rotational 24/7 shifts

Are you a fluent Spanish speaker with customer service experience in the online gaming, sports betting or casino industry?

This is an exciting opportunity to join a fast‑growing, international digital gaming business that combines innovative technology with market‑leading customer experiences. Operating behind some of the world’s most recognised sports betting and iGaming brands, the company offers the scale and stability of a global organisation alongside the pace, energy and progression opportunities of a technology‑led business.

You will join a high‑performing, multicultural contact centre team in Cape Town, supporting Spanish‑speaking customers across telephone, email and live chat.

This is much more than simply answering customer queries. You will take ownership of each interaction, resolve problems, manage complaints and help create the seamless, engaging experience that keeps customers coming back.

The role

• Deliver outstanding customer service to Spanish‑speaking customers via telephone, email and live chat
• Manage and resolve a variety of customer queries, requests and complaints
• Take full ownership of customer issues through to resolution
• Provide accurate information about products, services, accounts and promotions
• Process customer information accurately across internal systems and databases
• Build positive customer relationships and identify appropriate opportunities to introduce additional products and services
• Handle multiple customer conversations while maintaining accuracy and service quality
• Complete all tasks assigned during your shift efficiently and within agreed timescales
• Work closely with colleagues and other departments to resolve more complex issues
• Follow relevant gaming, compliance, security and responsible gambling procedures
• Consistently meet performance, quality and schedule requirements
• Support additional projects and responsibilities as the business continues to grow

What we are looking for

• Fluent or native‑level Spanish, with excellent written and verbal communication skills
• Strong English communication skills
• Previous customer service experience within online gaming, iGaming, sports betting or the online casino industry
• A good understanding of player behaviour and the customer journey within an online gaming environment
• Experience supporting customers through live chat, email and telephone
• The confidence to handle complaints and challenging or sensitive conversations professionally
• Strong problem‑solving skills and the ability to take ownership of an issue from beginning to end
• Excellent attention to detail when handling customer, account and financial information
• The ability to work accurately in a busy, fast‑moving and highly regulated environment
• Strong organisational and time‑management skills
• A collaborative and positive approach to working within a team
• The resilience and adaptability required in a 24/7 customer service operation
• Matric or an equivalent qualification
• Availability to work rotational shifts across a 24/7 schedule
• Reliable transport to and from the Cape Town office

Please note that relevant online gaming, betting or casino industry experience is an essential requirement for this position.

Additional experience that would be advantageous

• Knowledge of sports betting markets, odds and different bet types
• An understanding of online casino products and player behaviour
• Familiarity with gambling regulations, responsible gaming and compliance requirements
• Experience handling customer account, payment or financial queries
• Previous involvement in customer retention, loyalty or cross‑selling
• Experience managing several live customer conversations simultaneously
• Knowledge of customer verification, account security or fraud‑prevention procedures

Why join?

You will become part of an ambitious international business where technology, innovation and customer experience are at the heart of everything it does.

The company invests heavily in its people and offers a supportive, performance‑driven environment where strong employees are recognised and encouraged to progress. You will receive ongoing training, regular feedback and genuine opportunities to develop your skills and build a long‑term career within the global online gaming sector.

The benefits include:

• Structured learning and development programmes
• Clear opportunities for career progression
• Regular performance feedback and development support
• Employee Assistance Programme for you and your family
• Group Life Cover Funeral Fund Benefit
• Income Continuation Benefit
• Medical Aid Subsidy
• Retirement Annuity Subsidy

The person

You will thrive in this position if you are:

• Customer‑focused and passionate about delivering an excellent experience
• Calm, confident and professional under pressure
• Accountable and willing to take ownership
• Proactive and comfortable making decisions
• Resilient and able to adapt quickly
• Honest, trustworthy and highly responsible
• A supportive team player
• Motivated by targets, learning and continuous improvement

Important information

Due to the sensitive nature of the position and its access to customers’ personal and financial information, shortlisted candidates will be required to complete credit, criminal record and qualification verification checks. Candidates may also be asked to complete an assessment as part of the recruitment process. If you are a fluent Spanish speaker with relevant online gaming or betting experience and are ready to take the next step in your career, we would love to hear from you.