Call Center- Lb italiana

Angajator: Mentor's Search
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
  • Actualizat la: 06.12.2021
    Scurta descriere a companiei

    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
    ➢ 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.