Customer Support Specialist Danish
evoke is looking for proactive, forward-thinking candidates to join their ambition of becoming the best customer service in the industry. As a Customer Service Specialist, you should be able to work and think independently, come up with creative solutions when needed whilst following company guidelines.
Customer Service is the heart of evoke. As a Customer Service Specialist, you will be the focal point of contact for our customers. It means you will understand their issues from their perspective, at the same time you'll be having extensive knowledge on systems and multiple ways to solve customer's problems.
Apart from aiming to solve customers' issues and providing excellent support, evoke wants customer service to form part of the entire casino experience. Their customer service should serve as an extra value for the customer; when contacting them, evoke wants their players to feel like they're being recognised and that the conversation is interesting, positive, and intriguing.
Before joining the customer service team, candidates will join a 1 month-long tailored training program called Academy. Training is led by a dedicated trainer accompanied by an experienced Team Leader. During the Academy, you will join various training sessions including Games, Sportsbook, Fraud and AML, Empathy and soft skills, Responsible Gaming, Objection Handling, and many other sessions. After successfully graduating from the Academy, you will be fully equipped with all the right knowledge to represent evoke in the contact with our customers.
The purpose of this role is to represent evoke in all customer contacts, giving the best service possible. The Customer Service Specialist will be working on shifts of 40 hours/week in total. Daily responsibilities will include communication with our customers via email and chat. The Customer Service Specialist will be part of a team - language group and follow the instructions of the Team Leader as well as report to the Customer Support Manager.
- Represent evoke in all customer contacts, giving the best service via phone, email and live chat - part of excellent customer service is building retention with customers, making them feel welcomed, special and ensuring that they are enjoying fully their experience.
- Communicate with the customers in a polite manner, in writing as well as verbally; specialists are expected to show respect, honour and personal responsibility, be able to keep cool in every situation.
- Build and maintain relationships with existing and new customers - the key goal is to establish trust with our customers. In order to do so, it is vital to listen and understand.
- Identify and report improvement areas according to company procedures. As you will be the first one handling customer's issues and understanding them from their perspective, forward your feedback to our Product & Tech departments as this enables us to constantly improve our platform in a way that clearly reflects our customers’ perspective.
- Provide uninterrupted service by: Helping our customers with all their enquiries.
- Clarify company Terms and Conditions when it is needed.
- Explain how to use games and services.
- Assist customers with ongoing marketing campaigns.
- Log tasks in accordance with company guidelines.
- Help out Payments & Fraud specialists in upholding the security of the company and preventing fraudulent activities.
- Advise players on responsible gaming tools and acting proactively on player's gaming patterns.
- Escalate and follow up customer cases when needed.
- Help out with translations if needed.
- Available to work on a shift, including early, late and weekend shifts on a rota basis.
- Native Danish speaker and fluent in English (additional languages beneficial) (required).
- Previous online experience in Support / Customer Services or a similar role (required).
- Experience in assisting the customers via email, phone and chat (required).
- Fast typewriting ability (required).
- Excellent written and verbal communication skills (required).
- Previous experience in iGaming or a keen interest in sports or casino games would be considered an asset (preferred).
- Flexible, able and willing to work daily/evening shifts (required).
- Competitive Salary and Bonus Schemes.
- Hybrid Working: Employees can work from home up to 80% of the time with 20% of office time built in.
- Healthcare: Comprehensive healthcare insurance, dental care, travel insurance and life insurance.
- Health & Wellbeing: An allowance which can be used towards gym and fitness memberships, fitness clothing and equipment, consultations with a dietitian, massages and select treatments or items for your home office.
- Wellness Cloud: Free access to Wellness Cloud; a tool to help encourage greater wellbeing through online coaching, webinars, videos and online resources.
- Office Perks: Coffee shop vouchers, juices, snacks and after work drinks and events.
- Volunteer Time Off Programme: 20 days paid leave you can avail after your first year of employment to volunteer at an organisation online, locally, or abroad.
William Hill International is the international (non-UK) arm of the William Hill betting and gaming brand, owned by Evoke plc (formerly 888 Holdings). It operates online sports betting and casino products across regulated markets outside the United Kingdom, with its main operational base in Malta. William Hill, one of the best-known names in British bookmaking, was founded in 1934 and acquired by 888 in 2022. The international division focuses on the technology, trading and operations that support William Hill's online business in Europe and beyond.