Maintain the highest standard of quality and quantity of responses on all Customer related topics and aspects of the role – . general account queries, game play, payment and withdrawal queries, Responsible Gaming and Regulatory Compliance as applicable.
Perform conversion/retention efforts through promotions, events, bonus offers and various outbound projects via telephone, chat and email.
Maximise revenue opportunities by offering relevant deposit methods.
Handle all customer related queries via all contact channels (telephone, chat and emails) and escalate sensitive cases according to set procedures.
Provide translations for the Support Department and any other stakeholder within the Company as may be required.
Test new games, products and software if required, and provide feedback.
Work according to established standards as part of the DE Team alongside the DE Team Leader & Supervisors in the relevant operational location.
Native level or fluency in German and excellent command of English, both verbal and written.
Excellent Communication and customer focus (both verbal and written).
Good working knowledge of the Support key functions, procedures and policies.
Problem solving, investigative and multi-tasking skills with highest attention to detail.
Willingness to work outside of set business hours – for example late nights and weekends.