SENIOR CUSTOMER SERVICE AGENT

Company Description Rank International (Part of Rank Group) is a leading online gaming operator in the Spanish markets with an expanding online and offline portfolio focused on bingo, casino and sports betting with 4 leading brands.
YoCasino, YoBingo, YoSports and Enracha.
Our goal is to provide entertainment to our customers with our websites and apps so that they can access our products from their mobile phones, tablets and computers.
We offer our own bingo and slots software and also more than games from the best game providers.
With offices based in Ceuta, Malta & Spain we always strive to bring joy and security to our customers.
Additionally, we will be launching soon in other regulated markets! Look at our careers site to find out more.
https://careers.
ank.
om/   Job Description Join our dynamic International Customer Service team in Ceuta! We are seeking a Senior Customer Service Agent who will be a vital part of our mission to provide exceptional customer experiences.
This role combines hands-on customer interaction with leadership responsibilities, overseeing daily operations and team management.
Key Responsibilities.
Operational Leadership.
Oversee daily customer service operations and team management.
Conduct regular one-on-one reviews and manage the team to ensure high performance and service delivery standards are consistently met.
Customer Interaction.
Serve as a primary point of contact for customer inquiries across multiple channels, ensuring responsiveness and adherence to quality standards.
Team Coverage and Shift Management.
Manage shifts and team coverage effectively, ensuring operational efficiency and excellent customer service at all times.
Process Improvement and Systems Management.
Utilize contact centre systems to manage customer interactions and contribute to continuous improvement efforts to enhance service processes.
Training and Onboarding.
Lead the onboarding process for new agents, providing training and continuous support to ensure team readiness and competence.
Product Expertise.
Develop and maintain a deep understanding of our products and services to ensure top-tier customer support and to effectively address and resolve product-related inquiries.
This role requires working onsite in Ceuta and includes some remote work benefits, but residing locally is mandatory.
Qualifications Qualifications.
Fluent in Spanish and English Proven experience as a Team Leader or a Senior role in Customer Service.
Excellent communication skills, with the ability to engage customers positively and manage team interactions effectively Strong problem-solving skills and proficiency in using multiple customer contact systems, such as Salesforce or Zendesk Ability to quickly adapt to new technologies and systems.
Personal Qualities.
Enthusiastic and friendly, with the ability to inspire trust and motivate a team.
High level of responsibility and commitment to delivering superior customer service Additional Information #LI-MS1 #LI-Onsite You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits.
Wellbeing@Rank is important to us too...
From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.
We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.
Immerse yourself in new cultures and gain international exposure through our global business.
Collaborate with colleagues from around the globe.
The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers.
We aim to do this by facilitating fair and equal access to our services.
If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.
You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits.
Wellbeing@Rank is important to us too...
From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.
We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.
Immerse yourself in new cultures and gain international exposure through our global business.
Collaborate with colleagues from around the globe.
The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers.
We aim to do this by facilitating fair and equal access to our services.
If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.
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