ARABIC VIP SUPPORT AGENT VACANCIES IN GIBRALTAR

** We are unable to accept applications from Non EU passport holders  **

This role offers a competitive salary and relocation package, full comprehensive training with a great team in a dynamic working environment.

Eligibility to Work:

This role is open only to candidates who hold an EU passport or have existing legal authorisation to work in Gibraltar.

Role Profile: Arabic VIP Support Agent

Reports to: VIP Team Leader

Department: VIP

Location: Gibraltar

Role purpose:

To provide a proactive service orientated to retain and convert existing members primarily in traditional Arabic (Oriental/Gulf region) language. The role will include calling existing members in order to provide assistance to deposit using the available deposit methods.

Accountabilities:

➢ To provide a proactive service orientated to retain and convert existing/potential members, primarily in the traditional Arabic (Oriental/Gulf region) language. This service is provided via phone, email and live chat, and includes help during the registration process, understanding of software, etc.

➢ Contacting newly registered members to welcome them and offer assistance to know and understand the products, deposit methods, etc.

➢ To maximise member retention through the promotion of various events, activities, bonus offers etc.

➢ Providing the highest level of support to our members via email, phone and live chat on a range of issues such as game enquiries, helping with deposits, cashing out of funds etc.

➢ To maximise revenue opportunities by offering relevant deposit methods.

➢ Translations for the Support Department and any other department in the company, as required. ➢ Special outbound projects (follow up, reactivation, etc.) as directed by the Head of department. ➢ Testing of new games, products and software as required.

➢ More experienced MSRs may be asked to assist with the mentoring of new members to the team.

➢ Any other duties, as designated by Team Leader/Management.

Key performance indicators:

- Quality of service provided to members – various assessment methods.

- Achievement in reaching Arabic VIP Team Operational Goals.

- A highly motivated and high performing individual.

- Minimum absence and lateness.

Working hours:

- Full time, 5 days out of 7 – shifts to be decided.

- Weekend and evening shifts (up to midnight) , a must.

- Bank Holidays are considered normal working days.

Technical skills required:

- Excellent computer skills; all MS Office programs including Excel to an advanced level.

- Excellent written and spoken English.

- Good product and brand knowledge including casino and sports.

Main relationships:

- VIP Account Managers

- VIP Team Leaders

- VIP Events team

- VIP CRM team

- Head of Operations

- All other support and operations teams

Knowledge, Skills and Experience:

Must have/essential skills:

- Customer service and sales experience, with excellent communication skills (both verbal and written).

- Mental reasoning and analytical ability.

- Ability to build effective internal and external working relationships.

- Good judge of character and emotional intelligence.

- Computer literate, particularly the internet and MS office including advanced Excel.

- Confident manner and able to make decisions based on sound reasoning.

- Motivational, organisational, prioritisation and time management skills.

- Pro-active, trustworthy, flexible, diplomatic, strong work ethic, reliable and dependable.

- Accuracy and attention to detail in data gathering and report writing.

- Operates well in a dynamic and fast changing environment, and able to work under pressure.

- Quick learner and able to work with minimum supervision.

- Driven, with emphasis on service excellence and able to adhere to organisational guidelines.

- Responsible gaming experience.

- Total flexibility towards working weekends and late shifts.

Desirable skills:

- Online gambling/casino or internet/e-commerce experience and knowledge.

- University educated.

- Previous experience of working with VIPs and appreciative of the psychology of gambling.

- Knowledge of all products and games, especially a high level of sporting and casino knowledge.

- Web based programming skills, subscription-based web sites and Data Warehouse application.

Key Competencies:

- Very strong customer focus and excellent interpersonal/communication skills.

- Conflict management and ability to manage strong characters.

- Ability to work under pressure, juggling several projects at the same time.

- Ability to prioritise and organise, with confidence and self-assurance in decision making.

- Flexibility and ability to adjust quickly to different situations.

- Proven record of working successfully in a sales environment and achieving sales targets.

- Excellent attention to detail and problem-solving skills, high level of trust, reasoning and analytical ability.