Job title: Customer Support Specialist-Spanish & English (6 Month FTC)
Location: Ceuta
Overview of the role:
We are looking for Customer support specialist – Spanish and English to join our busy customer support data-driven team based in Ceuta, Spain.
Want to be part of a Market Leading Customer Support Team? Where you'll get the opportunity to work with a Dynamic and Forward-thinking team, and have awesome managers that help and support your career growth? As well as having some fun on the way.As a Customer Service Agent, you'll form part of our International Customer Service Operator Team to help manage all aspects of the Betfair International customer experience. Role holders will need to show a high level of adaptability to different products and be able to acclimatize to varying communication channels (such as Live chat, phone, email, telephone betting, social media etc.).
It is a day shift role, with dynamic starting times between 09:30AM till 11:15 PM /Mon-Sun distributed throughout the week. The team is involved in variety of different tasks, ensuring the players’ experience is a positive one.
This role follows a hybrid approach to working, allowing you to combine working from home with working in our modern offices. These discussions are between you and your manager to find the best pattern for you both, while recognising that quality time together is essential for keeping us mission-aligned.
What you’ll do:
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Respond promptly and effectively to incoming or outgoing communication to contacts and exhibiting high levels of attention to detail (telephone betting, chats, emails etc).
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Provide technical support to customers.
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Ensure that more complex customer issues are followed up and resolved in a timely manner.
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Proactively develop customer relationships by maintaining contact at an appropriate level.
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Feedback recurring customer issues to Team Leader/ Shift Leaders and relevant internal department where applicable.
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Contribute to the ongoing development and improvement of the PPB customer experience.
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The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and expectations of the post.
What you’ll bring:
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Customer service experience, ideally in a multi-channel contact centre environment dealing with high amounts of contacts.
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Fluency in Spanish and English – both written and oral
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Excellent communication skills
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Located in Ceuta or be willing to relocate.
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High level of customer service orientation, with a proven ability to see problems through to their resolution.
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Experience of using Microsoft Word, Excel and the Internet and good general keyboard skills
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A passion for sports and gaming products and applicable expertise.
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Excellent interpersonal skills, with the ability to deal effectively and professionally with difficult customers.
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Shows initiative, suggesting ways to improve the PPB customer experience.
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A proven team player with a ‘can do' attitude.
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Flexible approach to working in a dynamic and often hectic environment.
It’s ok if you don’t think you tick every box on this list. We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply.
Why choose us:
Aside from a generous base salary, we have a fantastic benefits & rewards program that is designed to encourage personal and career development.
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Discretionary annual performance bonus
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30 days paid leave
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Health and dental insurance for you, your partner and your children (if you all live at the same address)
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Personal life assurance
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The option to join our company pension scheme
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A personal interest allowance to let you learn something new or pursue a hobby
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External learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career
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Looking to extend your family? You will receive a cash gift of 1,000 EUR for your new addition whilst working for us
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26 weeks primary carer leave at 100% pay & 4 weeks secondary carer leave pay at 100% pay
Equal opportunities:
At Flutter International we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.
We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at [email protected] . Your journey with us is focused on ensuring you have what you need to be your best self.
Learn more about the work we are doing on Inclusion and Belonging here: https://careers.flutterinternational.com/working-at-flutter-international/diversity-equity-inclusion/
The group:
Betfair International is a proud member of the Flutter Entertainment family, a global leader in sports betting, iGaming, and entertainment. We're not just another company; we're listed on both the prestigious FTSE 100 index on the London Stock Exchange and the New York Stock Exchange (NYSE). What sets us apart is our world class brands, cutting-edge products, and our International division includes our operations in over 100 global markets and offers sports betting, casino, poker, rummy and lottery, mainly online. What truly defines us is our commitment to ensuring that the excitement of gaming and entertainment is experienced in a responsible and sustainable way. Our remarkable team of over 8,000 colleagues drives this vision, spread across 28 offices worldwide.
