Italian Customer Operations Representative

Employer: Mentor's Search
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 18.08.2022
    Short company description

    Mentor's is a head-hunting and direct search company specializing in management and sales positions.


    Native level of fluency in Italian and excellent command of English, both verbal and written. ➢ Previous proven Customer Service experience. ➢ Excellent communication skills and customer focus. ➢ Computer literacy and internet know-how/skills. ➢ High level of intelligence, reasoning and analytical ability. ➢ Ability to comprehend and analyse financial/statistical data. ➢ Good negotiation skills and approachable nature. ➢ Confident verbal communicator and ability to make decisions. ➢ Strong team player, confident and flexible when required. ➢ Excellent organisation skills with the ability to meet deadlines. ➢ Prioritisation skills. ➢ Ability to work under pressure. ➢ Willingness to work outside of set business hours – for example late nights and weekends.


    Maintain highest standard of quality and quantity of responses on all Customer Operation related topics and aspects of the role – i.e. general account queries, game play, payment info and checks, withdrawal checks, Responsible Gaming and Regulatory Compliance, Anti-Money laundering and Under-Age prevention checks with external agencies. ➢ Perform conversion/retention efforts through promotions, events, bonus offers and various outbound projects via telephone, chat and email. ➢ Handling all customer related queries via all contact channels (telephone, chat and emails) and escalate sensitive cases according to set procedures. ➢ Analyse and investigate accounts raised to relevant Operation Queues/ Reports and take relevant actions on such accounts as required. ➢ Perform daily documents checks and deal with negotiations, legal threats, prevention of charge backs and settlement on member accounts as required by both lines of business. ➢ Carry out daily AML and Under-Age checks and take appropriate actions as required. ➢ Work according to established standards and liaise with the Fraud Dept. in GIB on all Risk related issues (RM deposit declines and/or Chargebacks). ➢ Work as part of the Italian Team alongside the Italian Team Leader, Supervisors and Fraud/Support Teams in the relevant operational location. ➢ More experienced representatives may be asked to assist with mentoring new team members. ➢ Perform additional tasks as required by the Team Leader, Supervisor, Customer Relations Managers, Operations Managers or HOD.

    Other info

    The work schedule is in shifts within the time range 09:00 a.m.-01:00 a.m.