Customer Service Specialist - Multilingual
As a Customer Service Specialist, you will provide support across live chat, email and phone within a 24/7 operation, ensuring customers receive consistent, high-quality service at all times. You will manage a wide range of queries across multiple languages, deliver timely and effective solutions, and ensure every interaction results in a positive and professional customer experience.
- Manage inbound chats, emails, and calls, delivering prompt, courteous, and effective support.
- Resolve product, account, or service issues in line with company procedures.
- Maintain high standards in written and verbal communication.
- Multi-task across platforms while managing customer expectations professionally.
- Escalate complex issues when necessary and follow up to ensure full resolution.
- Adhere to defined KPI and SLA targets.
- Keep up to date with internal processes, system changes, and product knowledge.
- Work collaboratively with peers and managers, contributing to a positive team culture.
- Full professional proficiency in English (spoken and written) (required).
- Previous experience in a multi-channel customer support role (preferred).
- Excellent communication, problem-solving, and decision-making skills (required).
- Ability to work in a 24/7 shift environment, including nights and weekends (required).
- Strong time management and multitasking capabilities (required).
- Comfortable working with CRM systems, ticketing tools, and chat platforms (required).
BV Group (BetVictor) is an online gambling operator and B2B technology provider with roots dating back to 1946. Known for its pioneering approach, it was one of the first gambling companies to move its operations to Gibraltar and to build its product in-house. The company has run high-profile marketing campaigns and sponsors prestigious events across snooker, darts and horseracing. BV Group's operational headquarters are at the World Trade Center Gibraltar, where it employs around 700 people, making it one of the territory's largest employers.