Customer Service Specialist - Multilingual
As a Customer Service Specialist, you will provide support across live chat, email and phone within a 24/7 operation, ensuring customers receive consistent, high-quality service at all times. You will manage a wide range of queries across multiple languages, deliver timely and effective solutions, and ensure every interaction results in a positive and professional customer experience.
- 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.
- Full professional proficiency in English (spoken and written) (required).
- Previous experience in a multi-channel customer support role (preferred).
- Excellent communication, problem-solving, and decision-making skills (required).
- Ability to work in a 24/7 shift environment, including nights and weekends (required).
- Strong time management and multitasking capabilities (required).
- Comfortable working with CRM systems, ticketing tools, and chat platforms (required).
BVGroup is an online gambling operator and B2B technology solutions provider. We are known for our pioneering ethos. We are one of the few gambling companies to have our own in-house product and the first gaming company to use LED steeplechase advertising in horseracing. We also gave away £1 million to a single customer in our celebrated Euro 2016 campaign, The Million Pound Goal, and our World Cup 2018 campaign, The Golden Goal. We’ve undergone several changes since 1946, including being the first gambling company to move our operations to Gibraltar. We’re proud to partner with some of the most prestigious names in sport, giving us brand recognition across the world and title sponsor to multiple events in snooker, darts and horseracing among other sports. We go the extra mile to make sure our corporate social responsibility is fulfilled in line with the Gambling Commission’s three basic principles: preventing crime in gambling; conduct gambling in a fair and open way; protect children and vulnerable people. Our operational headquarters are located at the World Trade Center Gibraltar and, with a workforce of approx. 700, we are one of the biggest employers on The Rock. Our ability to adapt to new technology trends has been a dominant factor in maintaining growth, creativity and relevance in the global betting community.