Customer Support Specialist – Italian and English - Night Shift - Sofia, Bulgaria

Job title: Customer Support Specialist - Italian and English - Night Shift

Location: Sofia

Overview of the role:

We are looking for a Customer Support Specialist – Italian and English to join our busy customer support data-driven team based in Sofia, Bulgaria. It is a Night shift role (4 nights / 11 hours, 4 days off). The team is involved in a variety of different tasks, ensuring the players’ experience is a positive one.

You’ll be our Group ambassador, helping our customers with any questions they may have. We’ll provide you with everything you need, starting with a comprehensive training course, specifically tailored to aid you in your new job and enabling you to work further with our knowledge base, promotional materials, and ever-evolving environment, so that you can focus on keeping our customers happy and constantly improve their end-user experience.

This role follows a hybrid approach to working, allowing you to combine working from home with working in our modern office. We will kit you out to work from home, but know that working as a team is what makes us great, and spending quality time together is essential for keeping us mission-aligned.

What you’ll do:

We are expanding our Customer Support team, and therefore we are looking for more people to join our team. This is needed because we are the largest online gaming, poker, and sports betting company in the world and therefore, we are constantly acquiring new players and expanding our presence in regulated markets all over the world.

Some of your responsibilities:

1. You will be liaising directly with our players via a messaging service tool and occasionally via our ticketing system to answer their questions and resolve their queries.
2. You will be on top of your game, when having to inform players of any upcoming promotions, regulation changes, and requirements.
3. Always providing fast, accurate, thorough, and friendly responses.
4. You will stay fully up-to-date with all of the PokerStars Guidelines, Policies, and Procedures and will be up to the task of completing any other duties associated with assisting our players as requested by management.
5. It is a busy team, so you’ll enjoy a fast-paced environment working to agreed targets, as we strive to grow our brands and develop our services.
6. You will be willing to know the business in depth by being involved in projects and task groups.

What you’ll bring:

Your experience:

1. While previous experience in a Customer facing role is not a requirement, any relevant experience or interest in customer support, online gaming, or online payment processing would be considered an advantage.
2. You need to have the ability to demonstrate excellent verbal and written communication skills in Italian and English.
3. Customer-obsessed.
4. Possessing the ability to multitask, think quickly on your feet, so that you can make solid decisions.
5. Being Tech-savvy and efficient with different communication and office software tools.
6. Flexibility to adapt to different business needs, challenging situations, and changes.

Your behaviour:

1. Highly motivated with great attention to detail and able to evaluate customer demands.

Why choose us:

Aside from a generous base salary, we have a fantastic benefits & rewards program that is designed to encourage personal and career development:

1. Discretionary annual performance bonus.
2. 30 days paid leave.
3. Health and Dental Insurance for you, your partner, and your children (if you all live at the same address).
4. Personal life insurance and disability coverage.
5. A personal interest allowance to let you learn something new or pursue a hobby.
6. External learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program, and many other training opportunities for developing your skills and progressing your career.
7. Looking to extend your family? You will receive a cash gift of 1,000 BGN for your new addition whilst working for us.
8. 26 weeks primary carer leave at 100% pay & 4 weeks secondary carer leave pay at 100% pay.
9. A sports’ card membership valid across the country.
10. Discounts as a compliment from us among different services.
11. Monthly lunch and travel allowance.
12. Free snacks, fruits, and drinks in the office.

Equal opportunities:

At Flutter International we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.

We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at talent@flutterint.com.

Your journey with us is focused on ensuring you have what you need to be your best self.

PokerStars is a proud member of the Flutter Entertainment family, a global leader in sports betting, iGaming, and entertainment. We're not just another company; we're listed on both the prestigious FTSE 100 index on the London Stock Exchange and the New York Stock Exchange (NYSE). What sets us apart is our world-class brands, cutting-edge products, and our International division includes our operations in over 100 global markets and offers sports betting, casino, poker, rummy, and lottery, mainly online. What truly defines us is our commitment to ensuring that the excitement of gaming and entertainment is experienced in a responsible and sustainable way. Our remarkable team of over 8,000 colleagues drives this vision, spread across 28 offices worldwide.