Customer Support Specialist

At William Hill International, our mission is to be at the forefront of entertainment across all verticals of our business.  We constantly strive to improve, optimize and re-innovate everything we do to maintain our position as one of the leading Online Casinos in the iGaming industry.

What you will be doing

Being a Customer Service Specialist at William Hill International means being part of the ambition of becoming the best customer service in the industry. Hence, we are looking for proactive, forward thinking candidates that can help drive this company ethos forward. As a Customer Service Specialist, you should be able to work and think independently, come up with creative solutions when needed whilst following company guidelines.

Customer Service is the heart of our company. As a Customer Service Specialist, you will be the focal point of contact for our customers. It means you will understand their issues from their perspective, at the same time you'll be having extensive knowledge on systems and multiple ways to solve customer's problems.

Apart from aiming to solve customers' issues and providing excellent support, we want customer service to form part of the entire casino experience! Our customer service should serve as an extra value for the customer; when contacting us we want our players to feel like they're being recognised and that the conversation is interesting, positive, and intriguing.

Before joining our superior customer service team, we'll invite you to join our 1 month-long tailored training program called Academy. Training is led by a dedicated trainer accompanied by an experienced Team Leader being available to you for a whole month. During the Academy, you will join various training sessions including Games, Sportsbook, Fraud and AML, Empathy and soft skills, Responsible Gaming, Objection Handling, and many other sessions. After successfully graduating from the Academy, you will be fully equipped with all the right knowledge to represent William Hill International in the contact with our customers.

The purpose of this role is to represent William Hill International in all customer contacts, giving the best service possible. The Customer Service Specialist will be working on shifts of 40 hours/week in total. Daily responsibilities will include communication with our customers via email and chat. The Customer Service Specialist will be part of a team - language group and follow the instructions of the Team Leader as well as report to the Customer Support Manager.

Specific responsibilities

• Representing William Hill International in all customer contacts, giving the best service via and live chat - part of excellent customer service is building retention with customers, making them feel welcomed, special and ensuring that they are enjoying fully their casino experience.
• Communicating with the customers in a polite manner, in writing as well as verbally; we expect our Specialists to show respect, honor and personal responsibility, be able to keep cool in every situation.
• Building and maintaining relationships with existing and new customers - our key goal is to establish trust with our customers. In order to do so, it is vital to listen and understand. The customer service department's goal is not only to help the players. Our aim is to make our players choose to play at William Hill International over any other casino whenever they’re looking for a fun casino experience.
• Identify and report improvement areas according to company procedures. As you will be the first one handling customer's issues and understanding them from their perspective, we want you to forward your feedback forward to our Product & Tech departments as this enables us to constantly improve our platform in a way that clearly reflects our customers’ perspective.
• Providing uninterrupted service by:
• Helping our customers with all their enquires
• Clarifying William Hill International's Terms and Conditions when it is needed
• Explaining how to use games and services
• Assisting customers with ongoing marketing campaigns
• Logging tasks in accordance with company guidelines
• Helping out Payments & Fraud specialists in upholding the security of the company and preventing fraudulent activities
• Advising players on responsible gaming tools and acting proactively on player's gaming patterns
• Escalating and following up customer cases when needed
• Helping out with translations if needed

What we would like to see from you

• Native Finnish speaker and fluent in English (additional languages beneficial!)
• Previous online experience in Support / Customer Services or a similar role
• Experience in assisting the customers via email, phone and chat
• Fast typewriting ability
• Excellent written and verbal communication skills
• Previous experience in iGaming or a keen interest in sports or casino games would be considered an asset
• Flexible, able and willing to work daily/evening shifts

Company Benefits Package

• Balance - a flexible way of working: Opportunity to work from home for most of your working time.
• Private health insurance: Including dental care, travel insurance, and life insurance.
• Balance & Wellbeing allowance: Can be used on gym/fitness memberships, fitness clothing /equipment, consultations with a dietician/nutritionist, massages or items for your home office.
• Free access to the Unmind app: A tool to help measure, understand and improve mental wellbeing.
• Office perks: A chef in the office weekly preparing healthy meals, coffee shop vouchers, juices, snacks, Friday Afternoon Beers, & monthly Friday XL Events (non-alcoholic beverages also offered).
• Volunteer Time Off Programme: 20 days leave per year to volunteer at an organization online, locally, or abroad.