Our client is a world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for their customers, revolutionising the gambling space as they go. They are home to a global family of >25 well-known brands and they are looking for a German speaking Customer Service Agent to join their team in Lisbon!
 
Responsibilities:

• Handle wide range of customers and enter all customer details in an accurate and efficient manner to the relevant systems.
• Provide customers accurate and relevant information about products, services and promotions based on needs.
• Educate customers to use all online self-service tools.
• Proactive suggesting improvements to improve efficiency, productivity, quality and customer satisfaction.
• Fix the root cause of the problem to protect additional customers from getting the same issue. Direct or escalate all parties to take corrective action as needed.
• Work towards simplifying the existing processes to reduce effort.
• Meet deliverable requirements/service level measures/specific targets, Quality and Efficiency targets.
• Perform against all key Customer service goals.
• Knowing individual targets and individual performance management
• Take ownership for your development. Look for opportunities to grow
• Work on individual career progression plan and manage training plan completion.
• Have an overview about required development activities and participate on them as well.
• Looks for feedback and development activities to improve in skills related to the current work.
• Developing others - create and support opportunities for building skills to execute current and future responsibilities.
• Knowledge Development and Sharing: Become an expert with the tools used in CS team. Share knowledge and findings with the team members. Support new team members in their training.

 
Requirements:

• Language skills: English C1 and German – C1 level (speaking & writing), other language is a plus.
• Middle education degree.
• PC skills: Masters use of PC equipment and software (MS Office, Internet searching tool skills).
• Communication skills – verbal and written: Communicates effectively over the phone and in written transactions.
• Flexibility and shift work is required.
• An experience in the contact service environment is a preferable advantage.
• An online gaming experience is a plus.