Spanish Customer Service Host
Betway is looking for a Customer Service Host to join its contact centre team in Ceuta. The role focuses on delivering high-quality service to customers through various communication channels, including live chat, telephone, and email. The successful candidate will play a key role in maintaining the company's standards for customer support and welfare.
This position requires flexibility, as it involves shift work to meet the needs of the organisation and its clients. The role is designed for individuals who are passionate about providing world-class service and are capable of managing customer queries and complaints in a fast-paced, multimedia environment.
- Providing world-class customer service by responding to customer queries by telephone, email, and online chats in first language Spanish and/or second language being English where applicable.
- Assisting on tasks within other regions by using company translation tools provided, this is only if all tasks on the product that you are scheduled to work on have been completed.
- Processing and resolving of incoming and outgoing contacts in a multimedia environment.
- Processing pertinent information into relevant databases.
- Completion of tasks assigned during shift.
- Customer relationship building and management as well as cross selling of products and services.
- Problem solving tasks during shift.
- Handling and taking full responsibility for customer related queries.
- Excellent time management and adherence to schedule.
- Performing extra tasks given by team managers as required.
- Spanish as home/first language (required)
- Fluent in English and Spanish; able to communicate effectively (read, write and speak fluently) (required)
- Valid work/residence permit for Ceuta (required)
- The ability to handle complex interactions clearly and effectively (required)
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals (required)
- Exceptional attention to detail, ensuring high standards of quality in all interactions (required)
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations (required)
- Be available for shift rotations (required)
- Completed high school qualification (required)
- 2 years work experience post qualification (required)
- Be in a possession of a degree or a diploma (preferred)
- In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends (nice-to-have)
- Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations (nice-to-have)
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards (nice-to-have)
- Experience in developing and executing customer retention strategies (nice-to-have)
- Expertise in managing multiple customer contacts simultaneously (nice-to-have)
- Comprehensive learning and development programmes
- Performance Tool for regular, constructive feedback
- Employee Assistance programme
- Health Insurance
- Life Assurance
- Income protection
Betway Group is an online gambling operator founded in 2006 and part of Super Group, which is listed on the New York Stock Exchange under the ticker SGHC. It provides entertainment across sports betting, casino and esports betting, built on proprietary and latest-generation technologies. The company offers interactive gaming experiences spanning pre-game and live sports betting, esports and casino in a regulated, responsible environment. Betway is headquartered in Gzira, Malta, and operates across multiple international markets.