Spanish Customer Operations Representative

<h3>Description</h3> <p><br/></p><p><strong>**A ROLE BASED IN CEUTA APPLICABLE WITH PREFERENCE TO LOCAL CANDIDATES IN CEUTA** </strong></p><p><strong><em>Reports To:</em></strong><em>     Team Leader</em></p><p><strong><em>Department:</em></strong><em>  Support</em></p><p><strong><em>Location:</em></strong><em>        Ceuta</em></p><p><strong><em>Role Purpose:</em></strong><em> Spanish Customer Operations Representative is a support customer assistance for the evoke brand, based on delivering excellent quality service to our customers across our platform through our communication channels.               </em></p><p><br/></p><p><strong>What you will be doing:</strong><em> </em></p><p>·      Assisting customers via live chat, telephone, and email, depending on business needs, in areas related to products and brands offered in evoke group.</p><p>·      Ensuring to provide first-time resolution to our customers, using all available tools and resources.</p><p>·      Collaborating with other departments in resolving specific cases to deliver excellent service to our customers.</p><p>·      Verifying specific documents from customers.</p><p>·      Being part of training processes to ensure quality service and proper development.</p><p>·      Applying all regulatory and internal processes related to different areas, such as Responsible Gaming, Compliance, Complaints, Transactions</p><p>·      Analyzing your contacts to optimise your performance.</p><p>·      Using a variety of different software and backoffice tools.</p><p>·      Being part of specific projects according to business needs and personal features with management team.</p><p>·     Embracing feedback as a source of development for your career. </p><p>  </p><p><strong>Key Performance Indicators:</strong></p><ul><li> Highest Quality of service provided, attainment measured via QA &amp; customer satisfaction surveys.</li><li> Productivity &amp; First Contact Resolution.</li><li>Responsible Gaming and Regulatory Compliance.</li><li> Be under the threshold of fraudulent activity / CB levels according to targets set by Head of Fraud.</li></ul><p><br/></p><p><strong>Who we are looking for:</strong></p><p>A person with the following features: </p><p>·      Native level of fluency in Spanish and good command of English (B1 or similar), both verbal and written.</p><p>·      Responsibility, autonomy and problem-solving.</p><p>·      Teamwork spirit and positive attitude.</p><p>·      Good communication skills.</p><p>·      Multi-tasking skills.</p><p>·      Work under pressure.</p><p>·      Ease in adapting to change.</p><p>·     Organized person</p><p><br/></p><p><u>Nice to have/ Desirable:</u></p><ul><li> Experience in the Online Gaming sector.</li><li> Responsible Gaming experience.</li><li> Call Center experience.</li><li> Diplomacy.</li><li> Ability to go the extra mile.</li></ul><p>.</p><p><strong>Working Hours:</strong> </p><p>The Support Department operates a variety of 8-hour shifts according to business needs, working five (5) shifts in any given week with 2 days off, which may be split. </p><p> </p><p><strong><u>Competitive Benefits</u></strong></p><p>·      Competitive salary</p><p>·      Performance bonuses, internal competitions and personal rewards as Employee of the Month</p><p>·      Performance (Company &amp; personal) yearly bonus</p><p>·      Referral bonuses</p><p>·      Health &amp; Wellbeing programs</p><p>·      Part-time Work From Home and equipment when necessary</p><p>·      Possibility of personal and professional development in an international and multicultural company.</p><p>·      35 hour working week plus lunch hour paid (40 hours)</p><p>·      Night supplement (25% for night hours)</p><p>·      Private Medical insurance policy</p><p>·      Life Insurance</p><p>·      Daily fruits/vegetables and snacks</p><p>·      Daily breakfast (Bread with butter, jam, "iberitos" &amp; cereals)</p><p>·      Summer and Christmas company parties</p><p>·      Theme days (Valentines' day, Halloween, Easter) and other celebrations such as Couscous days, ice creams, cakes, Fair, Sports events, massages, etc.)</p><p>·      Team days out (Dinners, paintball, swimming pool, kayak, karaoke, videogames...)</p><p>·      Private locker</p><p>·     Pool table</p><p>·     Nintendo Switch</p><p>·     Board games</p><p>·      Football table &amp; darts</p><p>·      E-learning platform.</p><p><br/></p><p><strong><u>More about evoke</u></strong></p><p>We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, <strong>evoke </strong>is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That’s the future. That’s <strong>evoke</strong>.</p><p>At evoke, you’ll benefit from flexibility an