.Spanish Customer Operations RepresentativeCEPosition ID: FB.94ESpanish Customer Operations RepresentativeA ROLE BASED IN CEUTA APPLICABLE WITH PREFERENCE TO LOCAL CANDIDATES IN CEUTAReports To: Team LeaderDepartment: SupportLocation: CeutaRole 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.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.Performance bonuses, internal competitions and personal rewards as Employee of the Month.Performance (Company & personal) yearly bonus.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
