Customer Service Host (Polish speaking) at DigiOutsource

Purpose of the role

• The purpose of this role is to provide world class support to our customers via different channels, liaising with senior stakeholders and constantly looking for ways to enhance the customer experience.

Contact Centre Agent Will Be Responsible For

• Providing world-class service to all of our players
• Responding to all incoming player queries, via all contact mediums including but not limited to: calls, live chat, e-mail, Social Media, WhatsApp
• Striving for ‘first-contact-resolution’ on all customer queries
• Ensuring that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
• Following Company's policies and procedures to ensure the retention of all players
• Completing assigned outbound tasks within the required time frame
• Liaising with the Senior Agents/Floor Managers to hand over player related issues
• Monitoring internal systems and informing the Floor Manager on duty if these are not operating
• Enhancing customer experience and relationships
• Keeping their finger on the pulse of player experience and communication,
• liaising with Senior Agents / Floor Managers, offering insights and improvements
• Performing consistent customer service competitor analysis in order to offer market insight
• Following Company's policies and procedures when recording all communication with our players
• Following Company's policies and procedures when escalating queries to other departments (should the need arise)

The Ideal Candidate Will Have

• Native level of Polish language
• Previous customer service experience within a large volume call center
• Passion and good knowledge of sports, sports betting and betting markets
• A clear voice and excellent telephonic and written communication skills
• Intermediate computer proficiency (specifically MS Office and internet applications)
• Excellent typing skill and accuracy

Role Competencies

• Strong attention to detail and distinct ability to identify and solve problems
• The ability to swiftly adapt to changes in workplace and industry
• A strong work ethic and sense of responsibility
• Target and quality driven nature
• Ability to multi-task and work well under pressure
• Solution oriented – self-starter with a can do attitude
• Responsible individual with good timekeeping
• Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
• Shortlisted candidates may need to complete an assessment.