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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 of 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 of English
- Excellent command of professional writing (both languages)
- Capable of 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 of customer service experience
- Experience with the on-line gaming industry
- Intermediate computer skills (MS Office, Explorer, etc)
- Minimum typing speed of 40 wpm; 60 wpm or more preferred.
Desirable
- Strong knowledge of both online and brick-and-mortar poker
- Basic knowledge of 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 of their work.
Customer Focus: Focus on meeting the needs of co-workers, by showing an understanding of their requirements, taking ownership.
Commitment & Resilience: CSRs are expected to be on time and work for the full duration of their shift. We are in a quickly growing business and business needs all staff to be flexible on occasions, which is expected of them, while maintaining a positive attitude.
Result Focus: Willingness and attitude towards achieving the team goals, such as minimizing the size of the relevant box (es) and maintaining the high overall quality of 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.
gracias
