Customer Experience Specialist

About Playtech 

Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B and B2C businesses. Both divisions leverage Playtech’s proprietary technology to deliver innovative products and services to ensure a safe, engaging, and entertaining gaming experience. Playtech is the gaming industry's leading technology company delivering business intelligence-driven gaming software, services, content, and platform technology across the industry. Read more about who we are and what we do here: www.playtechpeople.com 

Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Recognizing differences and ensuring our processes are transparent is the core of Playtech's overall commitment to responsible business practices. 

Ready to level up your career?  

Playtech Managed Services is looking for a systematic and open-minded Customer Experience Specialist.

Your influential mission. You will... 

• Develop project scopes and objectives, involving all relevant stakeholders, and ensuring technical feasibility.
• Measure project performance using appropriate systems, tools, and techniques according to the VOC to CTQ approach.
• Measure system and AI model performance to identify areas for improvement and maintain the continuous improvement in solution performance such as bot resolution rate, deflection, etc.
• Identify gaps in operations for process improvements and automation potentials for the purpose of improving operational efficiency and/or customer experience.
• Create and maintain comprehensive project documentation and resource planning to keep track of and clearly communicate each project benefit through periodic updates until project completion.
• Identify and recommend ways how to eliminate process/digital waste.
• Utilize industry best practices, techniques, and standards throughout the entire project execution to ensure effective execution in accordance with business requirements and needs.

Components for success. You... 

• Have fluency in English.
• Have at least 3 years of proven experience in the same industry, preferably in a Customer Service environment.
• Are flexible and adaptable.
• Possess excellent analytical skills with a proven ability to solve problems creatively.
• Can prioritize and manage multiple projects.

You will get extra points if you…

• Have previous experience in leading projects using Lean, Six Sigma, Kaizen, UX, or any other customer-centric methodology.

Thrive in a culture that values...  

• Contribution and achievements by offering performance bonuses and ample opportunities for internal growth. 
• Employees' health and well-being through comprehensive health and dental insurance plans, life insurance, MultiSport card, employee assistance program, food, travel, and wellness allowances. 
• Work-life balance by providing 25 days of paid annual leave, allowing you to relax and recharge. 
• Continuous growth with company-sponsored seminars, training programs, social activities, and events, guiding your professional journey and helping you achieve your career goals. 
• Celebrating life events with additional bonuses such as newlywed, and baby bonuses. 

PLAYTECH MANAGED SERVICES 
Established in 2007 in Sofia, Bulgaria, Playtech Management Services, a company of Playtech Group has grown into a thriving hub of 500 dedicated professionals, fostering a culture of collaboration, respect, and support. Specializing in customer support and risk management services for leading gaming platforms worldwide, our teams boast industry-leading response times and expertise. At Playtech Managed Services, we prioritize the personal and professional development of our team members, offering opportunities for both horizontal and vertical growth. Our dedicated employees invest their time and expertise in our success, and in return, we invest our passion in them. We provide a fun, creative, rewarding, and inspiring environment where individuals have the freedom to express themselves. 

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.