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Irland, DublinIrland, Dublin

The Rational Group

Erstellungsdatum 13.06.2017

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Customer Service Specialist - German - Dublin - Day Shifts

The Rational Group (the “Group”), a part of the Amaya Inc,  is global leader in online gaming and operates the largest and most popular poker brands in the world, including PokerStars and Full Tilt.   This role is in the Group’s Dublin service office, in the Global Support Services department. Job Purpose The Group’s Operations Division provides various services to customers – for example support, security, and payments.  The Group determines the scope and level of such services annually, but continually monitors its performance.  The Group requires support in respect of understanding every customer's expectations, and exceeding them by providing a positive, professional and personalised service and delivering clear, correct and complete information, in a timely manner. The role of the Support Services Account Specialist is to provide excellent customer service to the Group’s players by assisting them with a wide range of queries in accordance with Group policies and procedures. Key Service Responsibilities
  • Liaise directly with the Group’s players via multiple communication channels such as email, live chat etc to assist with queries, providing fast, accurate and thorough responses to numerous contacts per shiftusing pre-approved templates
  • Provide general account management assistance to customers on behalf of the Group in accordance with Group procedures
  • Handle and troubleshoot player issues within training scope and escalate those issues outside all in accordance with Group procedures and guidelines
  • Inform players about current promotions as instructed by the Group using pre-approved promotional material
  • Provide accurate and timely escalation of issues impacting the Group’s player’s experience to assist in improving the end user experience
  • Stay fully up-to-date with all of the Group’s Guidelines, Policies and Procedures
  • Any other duties associated with assisting the Group’s players as requested by Management
Skills & Capabilities Essential
  • Fluent in German, with an excellent command of English
  • Strong customer service mentality with first-rate attention to detail
  • Excellent command of professional writing
  • Self-motivated, able to work as part of a busy team
  • Ability to work in a high-volume work environment
  • Strong all round understanding of basic computer software especially Word and Excel
  • Customer service or contact centre experience
Desirable
  • Additional languages are an asset
  • Knowledge and experience of the online gaming industry
  • Minimum typing speed of 40 wpm; 60 wpm or more preferred
  • Basic knowledge of online money processing
Next Step in Career Path: Support Services Senior Account Specialist Our values
  • Focus on the customer
  • Work as a team
  • Strive for excellence
  • Have courage
  • Show passion
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