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Remote Dutch Language Customer Account Advisor (Netherlands)

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About the Company

bet365, one of the world's leading online gambling companies, is a driving force in the development of enterprise and Internet technology.

Established in the UK in 2000, we have rapidly grown into a global operation employing over 7,000 people and deliver an unrivalled online experience to more than 90 million customers in 22 languages.

Since entering the Dutch market in 2022, our comprehensive sports betting and focus on innovation have propelled our growth, and we are now ready to boost our in-country footprint and strengthen our team of remote Customer Account Advisors.

 

About the Job

Working remotely from within the Netherlands, you will play an important role in shaping our customer experience by supporting a wide range of contacts relating to betting, payments, and account queries, providing guidance and solutions via Live Chat and email.

With a focus on delivering exceptional customer service when handling multiple queries, this full-time work from home position requires efficient task management to support these multiple active customer interactions.

Your schedule will be tailored to align with the dynamic sporting calendar, working five 8-hour shifts per week between the hours of 07:00 and 23:00; including evenings, weekends and public holidays.

Offered on an initial term of 12 months. Contract renewal will be considered upon successful completion assuming established performance objectives have been met.

We offer a competitive salary of €30,900 plus enhanced rates of pay, development pathways, 8% holiday allowance and a rewarding performance bonus scheme.

 

About the recruitment process

If successful at the first stage, you will be asked to attend an online skills assessment, where you will also learn more about the company and the role.

Our final stage is an interview where you will be given the opportunity to demonstrate your capabilities against the requirements for the role.

 

Your Onboarding

Our onboarding process will bring you to our Operational Hub in Malta where you will meet the rest of your team and receive two weeks of initial training.

During your visit, you’ll build a foundation for success before continuing with virtual learning and ongoing support from our dedicated in-house training and induction teams from your home in the Netherlands.

 

Main Responsibilities

  • Key part of a multi-skilled team that excels in customer service: providing a positive customer experience and first time resolution when assisting customers with queries and complaints via multi communication channels.
  • Liaise with internal departments in English to resolve our customers’ queries: ensuring that the escalation / referral process is followed, and all action taken is recorded.
  • Listen and be receptive to the customers' needs: take ownership of the query and respond in a timely, confident and professional manner to assure a satisfactory outcome.
  • Provide an industry leading service to all customers that positively promotes the bet365 brand and values.
  • Maintain knowledge of policies, procedures and licensing requirements: ensuring the customer receives the correct information the first time, every time.
  • Promote safer gambling: act as an advocate for the bet365 Safer Gambling Mission Statement.

 

Preferred Skills, Qualifications and Experience

  • You have fluent proficiency in verbal and written Dutch communication sufficient for using in a fast-paced environment.
  • You can communicate clearly in English, both written and verbal, with the ability to confidently respond to the diverse customer groups.
  • You have efficient high-level task management skills and can handle multiple interactions simultaneously.
  • You are passionate about exceeding customer expectations and use your initiative to problem-solve and address customer issues proactively and efficiently.
  • You have proficient computer literacy: including navigating multiple information sources and tools and preferable CRM platform experience.
  • You have proven resilience and the ability to work independently, with autonomy and good initiative.
  • You are open to feedback and focussed on your personal development.
  • Having experience of working as part of a remote team would be beneficial but is not essential.
  • Having experience of working in a dynamic customer service environment is preferred but is not essential.
  • Gaming industry knowledge is not mandatory: our in-house development programme will equip you with all the skills and knowledge you need for the role.

 

Benefits

  • €100 monthly working from home allowance.
  • Employee Assistance Programme.
  • Annual performance bonus.
  • Pay enhancements/shift allowance.
  • Birthday leave.

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Remote Dutch Language Customer Account Advisor (Netherlands)