Spanish Customer Service Host needed at DigiOutsource

Why we need you

• We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.
• As a Spanish Customer Service Host you’ll be supporting the delivery of high-quality service within the Customer Support – Spain & Latam team, covering customer retention and all interventions will be directed at improving customer loyalty, brand integrity, responsible gambling, retention, and relationship building. This will help us excel at exceeding revenue and targets in line with the organisation’s policies, procedures and regulations to stay ahead of the game.

What you’ll be doing

As part of your role, your responsibilities will include:

• Providing world-class customer service by responding to customer queries by telephone, email, and online chats in in first language Italian and/ or second language being English where applicable
• Assist on tasks within other regions by using company translation tools provided, this is only if all tasks on the product that you are scheduled to work on have been completed.
• Processing and resolving of incoming and outgoing contacts in a multimedia environment
• Processing pertinent information into relevant databases
• Completion of tasks assigned during shift
• Customer relationship building and management as well as cross selling of products and services
• Problem solving tasks during shift
• Handling and taking full responsibility for customer related queries
• Excellent time management and adherence to schedule
• Performing extra tasks given by managers / shift supervisors as required

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Spanish first language – strong written and verbal communication skills
• Fluent in English; able to communicate effectively (read, write and speak fluently)
• Valid work/residence permit for Cape Town, South Africa or Lisbon, Portugal
• Be available for 24/7 shift rotations
• Completed high school qualification
• 2 years’ work experience post qualification
• Desirable skills you’ve got up your sleeve
• It would be great if you also have some of the following skills:
• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Be in a possession of a degree