Customer Service Agent (Asia) | Gibraltar | On-site
We are BVGroup a dynamic team that's shaping the future of online sport betting and gaming. We're dedicated to fostering a culture of innovation and excellence and as a leading global brand, we're committed to delivering top-tier products and services to our customers.
Purpose of the role:
We are seeking proactive and customer-focused Customer Service Agents to provide support via live chat, email, and phone. This role is part of a 24/7 operation, ensuring our customers receive consistent, high-quality service at any time of day.
You will handle a wide range of queries, deliver efficient solutions, and ensure every customer interaction is a positive experience.
Key Responsibilities:
- Manage inbound chats, emails, and calls, delivering prompt, courteous, and effective support.
- Resolve product, account, or service issues in line with company procedures.
- Maintain high standards in written and verbal communication.
- Multi-task across platforms while managing customer expectations professionally.
- Escalate complex issues when necessary and follow up to ensure full resolution.
- Adhere to defined KPI and SLA targets.
- Keep up to date with internal processes, system changes, and product knowledge.
- Work collaboratively with peers and managers, contributing to a positive team culture.
Key Requirements:
- Fluency in English (spoken and written).
- Previous experience in a multi-channel customer support role is preferred.
- Excellent communication, problem-solving, and decision-making skills.
- Ability to work in a 24/7 shift environment, including nights and weekends.
- Strong time management and multitasking capabilities.
- Comfortable working with CRM systems, ticketing tools, and chat platforms.
Performance Expectations:
- Maintain high-quality standards across all communication channels.
- Meet or exceed SLA and KPI targets.
- Achieve team and individual KPIs set by the department.
How we hire:
Our interviews are a two-way process, and we want you to have the time and opportunity to get to know us, as much as we are getting know you! Our interviews are conversational, and we want to get the best from you, so come at us with questions and be curious.
In the event that we receive sufficient applications for the role this vacancy may be subject to early closure. Therefore, if you are interested, please submit your application as early as possible.