Maintain highest standard of quality and quantity of responses on all Customer Operation related topics and aspects of the role – general account queries, game play, payment info and checks, withdrawal checks, Responsible Gaming and Regulatory Compliance, Anti-Money laundering and Under-Age prevention checks with external agencies.
Perform conversion/retention efforts through promotions, events, bonus offers and various outbound projects via telephone, chat and email.
Handling all customer related queries via all contact channels (telephone, chat and emails) and escalate sensitive cases according to set procedures.
Analyse and investigate accounts raised to relevant Operation Queues/ Reports and take relevant actions on such accounts as required.
Perform daily documents checks and deal with negotiations, legal threats, prevention of charge backs and settlement on member accounts as required by both lines of business.
Carry out daily AML and Under-Age checks and take appropriate actions as required.
Work according to established standards and liaise with the Fraud Dept. in Gibraltar on all Risk related issues (RM deposit declines and/or Chargebacks).
Native level or fluency in Italian, both verbal and written.
Very good level or fluency in 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 (08:00 :00 )