Customer Experience Advisor - English speaking Markets
About the job
Job Description
LeoVegas is seeking a Customer Experience Advisor to be the primary point of contact for English-speaking customers. Responsibilities include handling inquiries and resolving issues via phone, email, and live chat, adhering to company policies and procedures. The role demands excellent communication, problem-solving, and empathy to transform negative experiences into positive ones. The successful candidate will be resilient, a team player, highly organized, and possess strong time management skills. Experience in the gambling industry is preferred but not mandatory. This is a fast-paced, 365-day-a-year role with varying shift patterns.
Must have:
- Excellent communication (oral & written)
- Problem-solving skills
- Empathy and patience
- Resilience and teamwork
- Time management skills
Good to have:
- Gambling industry experience
Perks:
- Hybrid work policy
- 4 weeks of Workation
- Well-being allowance
- Private health insurance
- Retailer, gym, bar & restaurant discounts
- Employee assistance program
- Relocation package (for non-Malta residents)
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Description
ABOUT THE ROLE
LeoVegas are looking for dedicated, passionate, and customer focused individuals, who will be the first point of contact for our valued customers. Working as a Customer Experience advisor, means having close contact with our customers via phone, email and live chat. You will also work alongside our other teams including Payments, Fraud, Safe Gambling and CRM. This role is very fast paced, but we always ensure that our customers have a positive experience. LeoVegas will provide you with all the equipment including a laptop, to ensure we support you within the role!
We want to be there for our customers, so this role is 365 days a year with varying shift patterns covering day and night shifts. Details to be discussed during the interview.
Language: Supporting the English market means you need to be fluent in both writing and speaking in English
YOU WILL BE RESPONSIBLE FOR:
- Clear and concise communication to our customers via live chat, email and phone.
- Listen to customer inquiries and resolve problems effectively whilst adhering to policies and procedures.
- Address customer complaints professionally, with empathy and patience, with a focus on turning negative experiences into positive ones.
OUR SUCCESSFUL CANDIDATE WILL HAVE:
- Resilience to work towards and exceed KPIS.
- Able to work as an individual, but also contribute to the wider team and our culture.
- Enthusiastic and self-motivated team player.
- Excellent oral and written communication.
- Strong organisational and time management skills.
- Previous experience in the gambling industry is desirable, but not essential as we are focused on providing a superior customer experience.
WHO ARE WE?
At the core of LeoVegas Group, is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 1800 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 16 offices world-wide.
BENEFITS
- Hybrid work policy
- 4 weeks of Workation (T&C apply)
- Well-being allowance to support your active lifestyle
- Private health insurance
- Discounts across a range of retailers, gyms, bars & restaurants
- We offer an employee assistance program that can provide help and guidance during challenging moments.
- For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.
JOIN US!
In our pride, we like to empower our teammates to find their roar and run with their wildest ideas. We don’t wait around for things to happen, we pounce and make it happen!
Would you be a good fit for the Leo Pride - give us a roar!
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About The Company
LeoVegas Group is a leading international igaming company with a clear vision to create the world’s greatest igaming experience. The Group offers online casino, live casino, and sports betting via 10 brands in 10 jurisdictions. The Group continues to grow rapidly, currently employing over 1,000 people in Europe, including at its headquarters in Stockholm and operations hub in Malta.
As one of the most innovative companies in the industry, the Group also invests and develops other igaming companies through its investment arm, LeoVentures. In 2022, LeoVegas Group became a subsidiary of the global entertainment company MGM Resorts International (NYSE: MGM).
For more information, visit www.leovegasgroup.com.
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