BV Group is an online gambling operator and B2B solutions provider with licences in Great Britain, Gibraltar, Ireland, Germany, Malta and Ontario. The privately owned group employs more than 650 people worldwide, with its global headquarters based in Gibraltar.
Offering sportsbook, casino and bingo, BV Group is committed to protecting customers from gambling-related harm and is dedicated to improving the gambling experience by leveraging its in-house developed technology and innovative products.
As the business continues to grow, BV Group is committed to maintaining a great working environment and has well-defined company values.
Purpose of the role:
The CSA should be able to deal competently with all aspects of customer service in a professional manner through Chat, Email, Text2Email and Call-backs ensuring a professional company image through customer interaction.
Key Responsibilities / Duties:
- Deal with up to three chats at a time when the business demands, reaching Level expectations for chats, e-mails and telephone calls – as set out within the “New starters and levels expectations” document in Confluence
- Be able to prioritise work so chats are dealt with within a reasonable period of time
- Be able to work off own initiative to allocate e mails to oneself and action as required rather than being delegated.
- Reply to customer contacts following the CC Quality Assurance (QA) form
- Be able to communicate problems with the site and/or players to CSS
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Person Specification, Skills, Experience & Qualifications:
- Computer literate with the ability to learn CS software applications.
- Professional verbal and written communication skills.
- Ideally some gaming knowledge (Sports/Casino or Bingo)
- Excellent time keeping skills.
- Great communication skills across all levels of the Business
- Awareness of Gambling Commission License Requirements and Responsible Gaming obligations
Working Conditions:
- Hours will cover a shift pattern of 24/7 365 days a year
- 8-hour shifts with 30 minutes of breaks
- There will be a requirement to work extra hours during busy sporting events.
- Flexibility to change shifts at short notice as required by the business
About BVGroup#
BVGroup is an online gambling operator and B2B technology solutions provider with licences in Great Britain, Gibraltar, Ireland, Germany, Malta and Ontario. The privately-owned group employs more than 650 people worldwide, with its global headquarters based in Gibraltar.Offering sportsbook, casino and bingo, BVGroup is committed to protecting customers from gambling-related harm and is dedicated to improving the gambling experience by leveraging its in-house developed technology and innovative products.