Senior Customer service Agent

Overview

Support agents, working together, on day by day interactions and customers via e-mail, chat and telephone, to reach the best customer satisfaction.

Key Responsibilities of the role

Coach and assist agents in how to solve complex cases.

Do quality assurance checks to assure 1st line agent competence and adherence.

Manage workflow and resources through queue monitoring and other measures to ensure work is delivered in line with our SLAs and targets.

Assist in raising issues internally and to other departments. Carry out troubleshooting and problem solving to help identify potential issues.

Help to create and maintain an effective and positive working environment.

Assist management and other supporting team functionalities with ad-hoc short or long term projects.

Evaluation/approval of Good Will bonuses to be assigned to customers by agents.

Trained to deal with RG and fraud cases and know how to chat or call with a demanding or even aggressive customer.

Main Stakeholders and Type of Interaction

• Customer – full support
• Team – achieve best customer service

Required Work Experience:

Background in customer service, this can be face to face, online or via phone calls

Other Requirements:

• Communication written and verbal in both English and Spanish
• Strong Microsoft Office knowledge
• Multi-tasking and time management

What we offer

We offer a fun and challenging role in a collaborative and dynamic environment. For the right person there are many different career paths at Betsson, both if you want to deepen your technical skills or work with leadership in the future.

At Betsson we like differences. It’s clear for us that we benefit from diversity and that we as a company become stronger and more competitive when hiring people with varying backgrounds, experiences and cultures.