ABOUT THE ROLE
Our CX Outbound team is a new branded team with the visionary goal of take our player’s customer experience to different level. Made up of different backgrounds including Italian, English, Dutch, and Swedish speakers as an Outbound Specialist, you'll engage with customers via phone calls addressing queries related on RG/AML/RFP/Complaints, etc. Your role extends beyond communication; you'll strive for providing the best ever Customer Experience.
You'll work closely with various departments including RFP, AML, RG, CS, GDPR & Complaints, ensuring a seamless customer experience. Your insights and suggestions for process improvement will shape the growth and performance of our team. This position, reporting to the Ops CX Team Leader, offers an exciting opportunity to foster your communications and problem-solving skills, while contributing to redefine the standards of customer service excellence.
YOU WILL BE RESPONSIBLE FOR:
● Perform outbound phone calls with customers on RG/AML/RFP-related and general account topics.
● Ensure high efficiency and quality when handling communication with customers via phone calls and other channels of communication where needed.
● Meet the individual and team goals and KPIs, defined by the leadership.
● Bring forward suggestions for improvement on current processes, procedures and features.
● Work closely with other teams across Operations, such as but not limited to RFP, AML, RG, CS, 2nd Line, etc. in order to ensure utmost customer experience.
● Adhere to company and department policies to ensure all regulatory requirements and business standards are met.
● Help to create and maintain an effective and positive working environment.
● This role reports to the Ops CX Team Leader.
● Flexibility to work during shifts, as required
OUR SUCCESSFUL CANDIDATE WILL HAVE:
ESSENTIAL SKILLS:
● Native proficiency in Dutch with excellent verbal and written communication skills.
● The knowledge of an additional language such as Danish, Swedish, or German is a great advantage.
● Excellent communication skills and ability to communicate with customers through different channels, mainly via phone.
● Experience in any of the following operational areas: CS, RFP, AML, RG, complaints or any other area that is directly related to assisting customers and has an impact on the Customer Experience.
● Strong organizational skills and the ability to manage multiple tasks efficiently.
● Ability to quickly learn with a problem-solving mindset.
● Knowledge of Zendesk is highly desirable. Experience with Jira and Confluence is an advantage.
WHO WE ARE
At the core of LeoVegas Group, is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 1400 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 11 offices world-wide.
BENEFITS
JOIN US!
In our pride, we like to empower our teammates to find their roar and run with their wildest ideas. We don’t wait around for things to happen, we pounce and make it happen!
Would you be a good fit for the Leo Pride - give us a roar!
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