Customer Support Specialist Danish
William Hill
- Sliema, Malta Island
- Permanent
- Full-time
- Representing 888 William Hill in all customer contacts, giving the best service via phone, email and live chat - part of excellent customer service is building retention with customers, making them feel welcomed, special and ensuring that they are enjoying fully their experience.
- Communicating with the customers in a polite manner, in writing as well as verbally; we expect our Specialists to show respect, honour and personal responsibility, be able to keep cool in every situation.
- Building and maintaining relationships with existing and new customers - our key goal is to establish trust with our customers. In order to do so, it is vital to listen and understand. The customer service department's goal is not only to help the players. Our aim is to make our players choose to play at 888 William Hill over any other iGaming company whenever they’re looking for a fun gaming and sports betting experience.
- Identify and report improvement areas according to company procedures. As you will be the first one handling customer's issues and understanding them from their perspective, we want you to forward your feedback forward to our Product & Tech departments as this enables us to constantly improve our platform in a way that clearly reflects our customers’ perspective.
- Providing uninterrupted service by:
- Helping our customers with all their enquiries.
- Clarifying 888 William Hill Terms and Conditions when it is needed.
- Explaining how to use games and services.
- Assisting customers with ongoing marketing campaigns.
- Logging tasks in accordance with company guidelines.
- Helping out Payments & Fraud specialists in upholding the security of the company and preventing fraudulent activities.
- Advising players on responsible gaming tools and acting proactively on player's gaming patterns.
- Escalating and following up customer cases when needed.
- Helping out with translations if needed.
- Available to work on a shift, including early, late and weekend shifts on a rota basis.
- Native Danish speaker and fluent in English (additional languages beneficial!)
- Previous online experience in Support / Customer Services or a similar role
- Experience in assisting the customers via email, phone and chat
- Fast typewriting ability
- Excellent written and verbal communication skills
- Previous experience in iGaming or a keen interest in sports or casino games would be considered an asset
- Flexible, able and willing to work daily/evening shifts
- Balance - a flexible way of working: Opportunity to work from home for most of your working time.
- Private health insurance: Including dental care, travel insurance, and life insurance.
- Balance & Wellbeing allowance: Can be used on gym/fitness memberships, fitness clothing /equipment, consultations with a dietician/nutritionist, massages or items for your home office.
- Free access to the Unmind app: A tool to help measure, understand and improve mental wellbeing.
- Office perks: A chef in the office weekly preparing healthy meals, coffee shop vouchers, juices, snacks, Friday Afternoon Beers, & monthly Friday XL Events (non-alcoholic beverages also offered).
- Volunteer Time Off Programme: 20 days leave per year to volunteer at an organization online, locally, or abroad.