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DESCRIPTION
Role Purpose
To provide a proactive service orientated to retain and convert existing members primarily in traditional Arabic (Oriental/Gulf region) language. The role will include calling existing members in order to provide assistance to deposit using the available deposit methods.
Accountabilities:
➢ To provide a proactive service orientated to retain and convert existing/potential members, primarily in the traditional Arabic (Oriental/Gulf region) language. This service is provided via phone, email and live chat, and includes help during the registration process, understanding of software, etc.
➢ Contacting newly registered members to welcome them and offer assistance to know and understand the products, deposit methods, etc.
➢ To maximise member retention through the promotion of various events, activities, bonus offers etc.
➢ Providing the highest level of support to our members via email, phone and live chat on a range of issues such as game enquiries, helping with deposits, cashing out of funds etc.
➢ To maximise revenue opportunities by offering relevant deposit methods.
➢ Translations for the Support Department and any other department in the company, as required. ➢ Special outbound projects (follow up, reactivation, etc.) as directed by the Head of department. ➢ Testing of new games, products and software as required.
➢ More experienced MSRs may be asked to assist with the mentoring of new members to the team.
➢ Any other duties, as designated by Team Leader/Management.
Key performance indicators:
-Quality of service provided to members – various assessment methods.
-Achievement in reaching Arabic VIP Team Operational Goals.
-A highly motivated and high performing individual.
-Minimum absence and lateness.
Working hours:
-Full time, 5 days out of 7 – shifts to be decided.
-Weekend and evening shifts (up to midnight) , a must.
-Bank Holidays are considered normal working days.
Main relationships:
-VIP Account Managers
-VIP Team Leaders
-VIP Events team
-VIP CRM team
-Head of Operations
-All other support and operations teams
Knowledge, Skills and Experience:
Must have/essential skills:
-Customer service and sales experience, with excellent communication skills (both verbal and written).
-Mental reasoning and analytical ability.
-Ability to build effective internal and external working relationships.
-Good judge of character and emotional intelligence.
-Computer literate, particularly the internet and MS office including advanced Excel.
-Confident manner and able to make decisions based on sound reasoning.
-Motivational, organisational, prioritisation and time management skills.
-Pro-active, trustworthy, flexible, diplomatic, strong work ethic, reliable and dependable.
-Accuracy and attention to detail in data gathering and report writing.
-Operates well in a dynamic and fast changing environment, and able to work under pressure.
-Excellent written and spoken English.
-Quick learner and able to work with minimum supervision.
-Driven, with emphasis on service excellence and able to adhere to organisational guidelines.
-Responsible gaming experience.
-Total flexibility towards working weekends and late shifts.
Desirable skills:
-Online gambling/casino or internet/e-commerce experience and knowledge.
-University educated.
-Previous experience of working with VIPs and appreciative of the psychology of gambling.
-Knowledge of all products and games, especially a high level of sporting and casino knowledge.
-Web based programming skills, subscription-based web sites and Data Warehouse application.
Key competencies:
-Very strong customer focus and excellent interpersonal/communication skills.
-Conflict management and ability to manage strong characters.
-Ability to work under pressure, juggling several projects at the same time.
-Ability to prioritise and organise, with confidence and self-assurance in decision making.
-Flexibility and ability to adjust quickly to different situations.
-Proven record of working successfully in a sales environment and achieving sales targets.
-Excellent attention to detail and problem-solving skills, high level of trust, reasoning and analytical ability.
REQUIREMENTS
Requirements
Fluency in Traditional Arabic (Oriental/Gulf region) and English is essential.
Passion for customer service and sales and building relationships, helping customers and working in a fast-paced international environment
Applicants must hold a valid EU passport and have the right to work in Gibraltar. Unfortunately, applications from candidates who do not hold an EU passport will not be considered.
Full-time, shift-based position (8 hour shift including paid lunch), including evenings, weekends and public holidays, and office based with no Work from Home.
OFFER
This is an exciting opportunity to join an established international online gaming company, offering a competitive salary, a relocation packages with benefits including:
- Annual bonus *subject to company and personal performance
- 20 vacation days plus Gibraltar public holidays
- Private healthcare Insurance
- Group Life Insurance
- Pension
- Gym membership
SKILLS
Customer Focused
Excellent Communication Skills
Relationship Building
ARE YOU THE PERFECT CANDIDATE?
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