Call Center- Lb italiana
Mentor's is a head-hunting and direct search company specializing in management and sales positions.Cerinte
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
➢ 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.