Spanish Customer Operations Representative

**A ROLE BASED IN CEUTA APPLICABLE WITH PREFERENCE TO LOCAL CANDIDATES IN CEUTA** 

Reports To:     Team Leader

Department:  Support

Location:        Ceuta

Role Purpose: Spanish Customer Operations Representative is a support customer assistance for the evoke brand, based on delivering excellent quality service to our customers across our platform through our communication channels.               

What you will be doing: 

·      Assisting customers via live chat, telephone, and email, depending on business needs, in areas related to products and brands offered in evoke group.

·      Ensuring to provide first-time resolution to our customers, using all available tools and resources.

·      Collaborating with other departments in resolving specific cases to deliver excellent service to our customers.

·      Verifying specific documents from customers.

·      Being part of training processes to ensure quality service and proper development.

·      Applying all regulatory and internal processes related to different areas, such as Responsible Gaming, Compliance, Complaints, Transactions

·      Analyzing your contacts to optimise your performance.

·      Using a variety of different software and backoffice tools.

·      Being part of specific projects according to business needs and personal features with management team.

·     Embracing feedback as a source of development for your career. 

Key Performance Indicators:

•  Highest Quality of service provided, attainment measured via QA & customer satisfaction surveys.
•  Productivity & First Contact Resolution.
• Responsible Gaming and Regulatory Compliance.
•  Be under the threshold of fraudulent activity / CB levels according to targets set by Head of Fraud.

Who we are looking for:

A person with the following features: 

·      Native level of fluency in Spanish and good command of English (B1 or similar), both verbal and written.

·      Responsibility, autonomy and problem-solving.

·      Teamwork spirit and positive attitude.

·      Good communication skills.

·      Multi-tasking skills.

·      Work under pressure.

·      Ease in adapting to change.

·     Organized person

Nice to have/ Desirable:

•  Experience in the Online Gaming sector.
•  Responsible Gaming experience.
•  Call Center experience.
•  Diplomacy.
•  Ability to go the extra mile.

.

Working Hours: 

The Support Department operates a variety of 8-hour shifts according to business needs, working five (5) shifts in any given week with 2 days off, which may be split. 

Competitive Benefits

·      Competitive salary

·      Performance bonuses, internal competitions and personal rewards as Employee of the Month

·      Performance (Company & personal) yearly bonus

·      Referral bonuses

·      Health & Wellbeing programs

·      Part-time Work From Home and equipment when necessary

·      Possibility of personal and professional development in an international and multicultural company.

·      35 hour working week plus lunch hour paid (40 hours)

·      Night supplement (25% for night hours)

·      Private Medical insurance policy

·      Life Insurance

·      Daily fruits/vegetables and snacks

·      Daily breakfast (Bread with butter, jam, "iberitos" & cereals)

·      Summer and Christmas company parties

·      Theme days (Valentines' day, Halloween, Easter) and other celebrations such as Couscous days, ice creams, cakes, Fair, Sports events, massages, etc.)

·      Team days out (Dinners, paintball, swimming pool, kayak, karaoke, videogames...)

·      Private locker

·     Pool table

·     Nintendo Switch

·     Board games

·      Football table & darts

·      E-learning platform.

More about evoke

We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That’s the future. That’s evoke.

At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.

Apply

At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.

Apply today to kickstart your application with the evoke Family!