Customer Service Advisor / Spanish Speaker
AWD online
- Brighton
- Contract
- Full-time
- Providing excellent standard of service to customers through email, phones and web chat interactions communicating in Spanish
- Providing and processing information in response to customer enquiries, concerns and requests in a timely, personable and professional manner
- Resolving customer complaints in a patient, efficient and courteous manner and carrying out remedial action as and when required
- Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem and following up to ensure resolution
- Consistently displaying a strong customer focus and “going the extra mile” to achieve a high level of customer satisfaction
- Escalating issues to the Team Leader as necessary
- Escalating regulatory issues to the Compliance Team
- Following up on customer interactions in accordance with Company’s processes and procedures
- Providing guidance to and mentoring junior members of the team
- Liaising with other departments (for instance Payments and Fraud) to resolve customer queries as and when required
- Complying with Company’s policies and procedures at all times, to improve service provided
- Maintaining professionalism in all interactions with clients and colleagues
- Displaying a high level of attention to detail whilst recording and updating account information
- Determining and accurately recording all details of incoming problems
- Monitoring website for errors and testing website after systems updates and new product launches
- Playing an active part in enhancing quality results and performance of the team
- Recommending potential products or services to management by collecting customer information and analysing customer needs
- Contributing to a continual enhancement of customer service, by providing ideas and suggestions on how to improve procedures and develop the department
- Excellent verbal and written communication skills in Spanish and English
- Ability to multitask, prioritise and work under pressure
- Excellent accuracy and attention to detail
- Proactive and results-driven approach
- Exceptional problem-solving skills
- Excellent prioritising skills
- Faultless telephone manner
- Customer focus and commitment to service excellence
- Good interpersonal skills and ability to work as part of a team
- Ability to learn quickly in a changing environment
- Diagnostic and Advisory Skills
- Confidence and ability to deal with difficult situations
- Good numeracy skills
- Strong IT skills including good working knowledge of Microsoft Outlook
- Knowledge of online gaming and betting industry
- Interest and knowledge of sports