Customer Support Specialist

We are hiring a Customer Support Specialist to join our client’s team in Gibraltar.

You will be responsible for providing customers of the company with day-to-day technical support via e-mail, instant messaging service and telephone. You will be working on a rotating shift basis with 8 hours a shift and 5 shifts a week. You will be reporting to the QA Manager.

Role and Responsibilities:

• Answer customer enquiries either by telephone, e-mail or online chat
• Respond promptly to customer inquiries, handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle product and service inquiries
• Can provide a commercial approach to the customer with outstanding capability to present promotions and brand information that aims conversions and brand turnover.
• Accomplish targets in terms of handling time, priority set within the department and any SLA provided.
• Communicate and coordinate with the customer’s dedicated Account Executives
• Escalate critical issues swiftly and accurately to Account Executives and company management
• Assist the company and management in other related areas when required or requested
• Train and assist other members of the Customer Support Team when required or requested

Essential Skills and Experience:

• Preferably a college graduate with at least 2 years of related experience or an equivalent combination of education and experience.
• Basic computer knowledge: MS Office (Word & Excel), Internet Browsing
• Strong communication skills, Fluent in English – Spoken and Written.
• Knowledge of poker/casino games is an advantage though not essential 
• Self-motivated and results-oriented 
• Can easily adapt to the environment and business models
• Display willingness to learn/fast learner