David Kennedy Recruitment is working with leading casino & sports betting company that is looking to recruit French speaking Customer Support Agent to join their Bucharest team.

Position: Customer Support Agent

Location: Bucharest, Romania

Work model: hybrid 2/3, after the training period (2 days office, 3 days home)

Employment type: Full-time. 

DUTIES AND RESPONSIBILITIES:

• Give players a detailed and quality response, by email or chat, to any questions or requests about the game platform in order to maintain a high level of satisfaction with client’s customer service as well as the company’s good image
• Ensure the registering, monitoring and resolution of requests and potential problems that players encounter in their daily use of the game platform
• Evaluate the possibility of providing a direct response or transferring the request to another service
• Reach the individual and collective objectives (KPI) set by management
• Accept feedback and respect the implementation of improvement plans
• Pre-analyze and report technical issues on the various game sites following the incident management (IM) procedure.
• Take on different schedules as support is guaranteed 24 hours a day by various teams.

REQUIREMENTS:

• Native/fluent in French (C1) and English, both oral and written
• Possess excellent writing and verbal communication skills to simplify technical language for non-technical users
• Good writing ability and ability to easily use online communication software and ticket management systems
• Good command of IT tools such as Word, Excel and Outlook, as well as any other online communication software
• Service and customer satisfaction oriented. Empathetic and diplomatic
• Previous experience in contact center within a similar role
• Resourceful and stress resilient personality that can adapt and remain calm in all situations
• Ability to meet tight deadlines with minimum supervision and in timely manner
• Ability to work independently, while being team player at the same time. 

BENEFITS:

• Excellent remuneration package based on experience, skills and performance
• Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
• A friendly work environment that is adapted to reaching optimal performance
• The possibility to work remotely (maximum 3 days/week) and to be at least 2 days/week in the offices in Bucharest
• Meal allowance
• Private health insurance
• And many others!