THE SCOPE

With 30 years of history, today Gaming1 is one of the international leaders in both land-based and online games of chance (casino games, sports betting and poker). Its evolution at the heart of innovation is accompanied by a diversification and specialization of positions, with the creation of new cutting-edge jobs. As part of its sustained growth, Gaming1 is looking for a Customer Service Agent who speaks Dutch and English to join its team in Bucharest.

The Customer Agent is responsible for the quality of the work performed and organizes its activity efficiently, in order to achieve the objectives of the department; is responsible for managing the customer database in an efficient manner.

YOUR ROLE

• Give players a detailed and high-quality response, by email, phone or chat, to any questions or requests regarding the game platform, while ensuring that all interactions are conducted in C2 level Dutch and English, in order to maintain a high level of satisfaction with G1's customer service and uphold the company's positive image.
• Ensure the registering, monitoring and resolution of requests and potential problems that players encounter in their daily use of the game platform.
• Evaluate the possibility of providing a direct response or transferring the request to another service.
• Reach the individual and collective objectives (KPI) set by management.
• Accept feedback and respect the implementation of improvement plans.
• Preanalyze and report technical issues on the various game sites following the incident management (IM) procedure.
• Take on different schedules as support is guaranteed 24 hours a day by various teams.

YOUR PROFILE

• Fluent in Dutch and English, both written and spoken
• Previous professional experience in (online) customer service or in another sector linked to the service industry (casino, gaming hall, reception, hospitality, guide, etc.)
• Good command of IT tools such as Word, Excel and Outlook, as well as any other online communication software
• Good writing ability and ability to easily use online communication software and ticket management systems
• Service and customer satisfaction oriented.
• Empathetic and diplomatic

WHAT WE OFFER

As well as having a unique experience - centered around our values of pleasure, team spirit, performance, boldness and integrity - alongside 1.600 employees around the world, we offer:

• the opportunity to contribute to the international development of a family company
• the chance to take part in a human and entrepreneurial adventure within a solid group
• a friendly work environment that is adapted to reaching optimal performance
• leadership by talents, values, trust and autonomy
• the opportunity to progress and specialize with our internal mobility system
• a competitive salary package linked to the Romanian market
• the possibility to work remotely (maximum 3 days/week) and to be at least 2 days/week in the offices in Bucharest (AFI TECH Park)

THE INTERVIEW PROCESS