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Customer Service Representative
Job Title:Customer Service RepresentativeDivisionSupportLocationCosta RicaReports to:1st Line Manager
Job Purpose
We are seeking bilingual representatives to work from our San Jose, Costa Rica Office, who are fluent in both languages: English - Spanish
Key Responsibilities
- Respond to customer requests and enquiries in English and other language(s) thorough responses to numerous e-mails per shift
- Manage player accounts (passwords, cash transfers, account privileges)
- Host final tables ************SPAM/BANNEAR************ tournaments
- Provide information on player deposits and cash outs
- Inform players about current promotions at PokerStars
- Assist players with basic connection and technical issues
- Translate documents and templates from English to the other language(s)
- Inform players about games and game rules
- Interpret hand histories for players
- Respond to player’s concerns about site integrity
Essential Skills and Capabilities
- Fluent in the above listed languages, with excellent command ************SPAM/BANNEAR************ English
- Excellent command ************SPAM/BANNEAR************ professional writing (both languages)
- Capable ************SPAM/BANNEAR************ working independently and using initiative, as well as within a team environment
- Ability to work in a high-volume work environment
- Accurate and with eye for detail
- Available to work all shifts and weekends (no graveyard)
Qualifications and Experience
- Minimum 1 year ************SPAM/BANNEAR************ customer service experience
- Experience with the on-line gaming industry
- Intermediate computer skills (MS Office, Explorer, etc)
- Minimum typing speed ************SPAM/BANNEAR************ 40 wpm; 60 wpm or more preferred.
Desirable
- Strong knowledge ************SPAM/BANNEAR************ both online and brick-and-mortar poker
- Basic knowledge ************SPAM/BANNEAR************ online money processing - (e.g. transactions via credit card, ACH, etc.)
- Additional languages, an asset
Behavioural Competencies
Communicates Effectively: CSR communicates with co-workers in a clear and concise manner; issues are clearly understood.
Job Knowledge: CSRs are expected to act professionally and acquire the knowledge required to do the job; helping team to achieve goals. Participate in scheduled training sessions and request training they need to improve the total quality ************SPAM/BANNEAR************ their work.
Customer Focus: Focus on meeting the needs ************SPAM/BANNEAR************ co-workers, by showing an understanding ************SPAM/BANNEAR************ their requirements, taking ownership.
Commitment & Resilience: CSRs are expected to be on time and work for the full duration ************SPAM/BANNEAR************ their shift. We are in a quickly growing business and business needs all staff to be flexible on occasions, which is expected ************SPAM/BANNEAR************ them, while maintaining a positive attitude.
Result Focus: Willingness and attitude towards achieving the team goals, such as minimizing the size ************SPAM/BANNEAR************ the relevant box (es) and maintaining the high overall quality ************SPAM/BANNEAR************ our support. Willingness to handle tasks they have been assigned.
Working With Others: CSR generally projects a positive attitude in the office, helps build a team atmosphere, and is someone that is enjoyable to work with.
For more information, please send your CV and a covering letter to
[email protected]. Please also state your name and the job title you are applying for in the subject bar.