Customer Service Advisor / Spanish Speaker

Customer Service Advisor / Spanish Speaker, Brighton

Client: AWD online

Location: Brighton, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 4acba399cbd0

Job Views: 31

Posted: 30.03.2025

Expiry Date: 14.05.2025

Job Description:

JOB OVERVIEW

We have a fantastic new job opportunity for a Customer Service Advisor who is fluent in oral and written Spanish and English with a great combination of administrative, customer service, and organisational/planning skills, as well as a good understanding of Microsoft Office.

Working as the Customer Service Advisor, you will provide an excellent standard of service to customers through email, phone, and web chat interactions.

As the Customer Service Advisor, you will be resolving customer complaints in a patient, efficient, and courteous manner and carrying out remedial action as and when required.

DUTIES

• Providing excellent standard of service to customers through email, phone, and web chat interactions communicating in Spanish
• Providing and processing information in response to customer enquiries, concerns, and requests in a timely, personable, and professional manner
• Resolving customer complaints in a patient, efficient, and courteous manner and carrying out remedial action as and when required
• Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem and following up to ensure resolution
• Consistently displaying a strong customer focus and “going the extra mile” to achieve a high level of customer satisfaction
• Escalating issues to the Team Leader as necessary
• Escalating regulatory issues to the Compliance Team
• Following up on customer interactions in accordance with Company’s processes and procedures
• Providing guidance to and mentoring junior members of the team
• Liaising with other departments (for instance Payments and Fraud) to resolve customer queries as and when required
• Complying with Company’s policies and procedures at all times, to improve service provided
• Maintaining professionalism in all interactions with clients and colleagues
• Displaying a high level of attention to detail whilst recording and updating account information
• Determining and accurately recording all details of incoming problems
• Monitoring website for errors and testing website after systems updates and new product launches
• Playing an active part in enhancing quality results and performance of the team
• Recommending potential products or services to management by collecting customer information and analysing customer needs
• Contributing to a continual enhancement of customer service by providing ideas and suggestions on how to improve procedures and develop the department

CANDIDATE REQUIREMENTS

• Excellent verbal and written communication skills in Spanish and English
• Ability to multitask, prioritise and work under pressure
• Excellent accuracy and attention to detail
• Proactive and results-driven approach
• Exceptional problem-solving skills
• Excellent prioritising skills
• Faultless telephone manner
• Customer focus and commitment to service excellence
• Good interpersonal skills and ability to work as part of a team
• Ability to learn quickly in a changing environment
• Diagnostic and Advisory Skills
• Confidence and ability to deal with difficult situations
• Strong IT skills including good working knowledge of Microsoft Outlook
• Knowledge of online gaming and betting industry