Italian Customer Operations Representative

888SparkWare Technologies an 888 company is a software development center operating in Romania since 2013 as part of a multinational listed group, developing products and solutions in the online entertainment domain.
SparkWare Technologies provides an end to end offering including an online platforms infrastructure, backend, back office tools, payment processing, CRM, risk management and multiple SW clients using various technologies such as HTML5 .Net/ C#, C++, etc.
We are dynamic, creative and quality oriented company providing our employees with a challenging and rewarding experience with plenty of opportunities for both internal and external training and a culture that encourages experiencing with different technologies and a possibility of working on different aspects within our solutions range.

- Native level or fluency in Italian and excellent command of English, both verbal and written.
- Excellent communication and customer focus (both verbal and written).
- Good working knowledge of the Support key functions, procedures, and policies.
- Problem-solving, investigative and multi-tasking skills with the highest attention to detail.
-Willingness to work outside of setting business hours – for example, late nights and weekends.

- Maintaining the highest standard of quality and quantity of responses on all Customer Operation related topics and aspects of the role – i.e. general account queries, gameplay, payment info and checks, withdrawal checks, Responsible Gaming and Regulatory Compliance, Anti-Money laundering, and Under-Age prevention checks with external agencies.
- Performing 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 escalating sensitive cases according to set procedures.
- Analyzing and investigating accounts raised to relevant Operation Queues/ Reports and taking relevant actions on such accounts as required.
- Performing daily documents checks and dealing with negotiations, legal threats, prevention of chargebacks, and settlement on member accounts as required by both lines of business.
- Carrying out daily AML and Under-Age checks and taking appropriate actions as required.
- Working according to established standards and liaising with the Fraud Dept. in GIB on all Risk related issues (RM deposit declines and/or Chargebacks).
- Working as part of the Italian Team alongside the Italian Team Leader, Supervisors, and Fraud/Support Teams in the relevant operational location.

Work in shifts: from 09:00 AM to 01:00 AM