German Complaints Coordinator

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Job description

German Complaints Coordinator

Whether you are searching for full time employment option, with German and English, search no more - You’ve reached your destination. Check us out:

We are William Hill:

One of UK’s leading bookmakers and most recognized brands in the gaming industry. We provide gaming and betting services for every taste and preferences: online, offline, play as you go, etc.

We are currently looking for a proactive person for our team in Sofia to join as German Complaints Coordinator.

Our values are:

Eyes on the customer…they matter most

Give a damn…show you care

Own it…step up

On the same side… as one business

“It’ll do” will never do…be bold

Do you identify yourself with our values? If yes, then you are the right person to become a part of William Hill family.

 You will:

  • Deal with customers instantly via email
  • Look after all customer complaints across all brands and markets 
  • Handle ADR complaints along with the CRO Manager
  • Carry out training sessions with Academy and all of Customer Support on Complaints and Objection Handling
  • Log all complaints correctly in Oracle
  • Handle 3rd Party Data Requests
  • Handle GDPR requests and work within a strict deadline
  • Work and liaise with all departments across the business when carrying out investigations
  • Have the customer at the heart of our business
  • Work shifts and weekends when required
  • Carry out 1-1 meetings and coaching sessions within Customer Support
  • Carry out all DSARS, log and help the players
  • Build sustainable relationships of trust with our customers through your communication
  • Provide accurate, valid and complete information by using your methods and tools
  • Handling complaints, provide appropriate solutions and alternatives within the time limits, follow up and ensure a resolution
  • Keep record of customer interactions on file, and log and monitor cases in your sector
  • Take the extra mile in engaging with your customers

 You offer:

  • Fluent English and German languages
  • Excellent verbal and written communication skills
  • Proven ability to identify and asses’ customers’ needs to achieve satisfaction
  • Excellent organizational skills and the ability to manage time
  • Ability to write reports, hold presentations, keep records and work within a budget
  • Clear thinking, planning and problem solving
  • Willingness to learn and go the extra mile

We offer:

  • First-class salary
  • 13th salary distributed monthly
  • 100 BGN food vouchers

And on top:

  • Performance bonuses paid quarterly
  • 24 days annual paid leave
  • Half price sport cards
  • Additional health insurance
  • Discounts at The Mall
  • Taxi vouchers for late shifts
  • Balance policy - mix & match home and office work
  • Career development & learning opportunities
  • Positive and stimulating environment
  • Free snacks and beverages in the office
  • Social & Wellbeing initiatives

Hurry up, attach your CV in English, get shortlisted and join us in our brand-new office

Our mouths are zipped, and we treat your information strictly confidential