CUSTOMER SUPPORT SPECIALIST – GERMAN AND ENGLISH - NIGHT SHIFT - SOFIA, BULGARIA

Job title: Customer Support Specialist – German and English – Night Shift

Location: Sofia

Overview of the role:

We are looking for a Customer Support Specialist – German and English to join our busy customer support data-driven team based in Sofia, Bulgaria.

This is a night shift role (4 nights / 11 hours, 4 days off). The team is involved in a variety of different tasks, ensuring the players’ experience is a positive one.

You’ll be our Group ambassador, helping our customers with any questions they may have. We’ll provide you with everything you need, starting with a comprehensive training course specifically tailored to aid you in your new job and enabling you to work further with our knowledge base, promotional materials, and ever-evolving environment, so that you can focus on keeping our customers happy and constantly improve their end-user experience.

This role follows a hybrid approach to working, allowing you to combine working from home with working in our modern office! We will kit you out to work from home, but know that working as a team is what makes us great, and spending quality time together is essential for keeping us mission-aligned.

What you’ll do:

We are expanding our Customer Support team, and therefore we are looking for more people to join us. This is needed because we are the largest online gaming, poker, and sports betting company in the world, and we are constantly acquiring new players and expanding our presence in regulated markets all over the world.

Some of your responsibilities include:

1. Liaising directly with our players via a messaging service tool and occasionally via our ticketing system to answer their questions and resolve their queries;
2. Informing players of any upcoming promotions, regulation changes, and requirements;
3. Providing fast, accurate, thorough, and friendly responses;
4. Staying fully up-to-date with all of the PokerStars Guidelines, Policies, and Procedures and completing any other duties associated with assisting our players as requested by management;
5. Working in a busy team, enjoying a fast-paced environment while striving to grow our brands and develop our services;
6. Being involved in projects and task groups to understand the business in depth.

What you’ll bring:

Your experience:

1. While previous experience in a customer-facing role is not a requirement, any relevant experience or interest in customer support, online gaming, or online payment processing would be considered an advantage.
2. Excellent verbal and written communication skills in German and English;
3. Customer-obsessed;
4. The ability to multitask and think quickly on your feet to make solid decisions;
5. Being tech-savvy and efficient with different communication and office software tools;
6. Flexibility to adapt to different business needs, challenging situations, and changes.

Your behaviour:

Highly motivated with great attention to detail and able to evaluate customer demands.

Why choose us:

Aside from a generous base salary, we have a fantastic benefits & rewards program designed to encourage personal and career development.

• Discretionary annual performance bonus
• 30 days paid leave
• Health and Dental Insurance for you, your partner, and your children (if you all live at the same address)
• Personal life insurance and disability coverage
• A personal interest allowance to let you learn something new or pursue a hobby
• External learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program, and many other training opportunities for developing your skills and progressing your career
• Cash gift of 1,000 BGN for your new addition while working for us
• 26 weeks primary carer leave at 100% pay & 4 weeks secondary carer leave pay at 100% pay
• A sports’ card membership valid across the country
• Discounts among different services
• Monthly lunch and travel allowance
• Free snacks, fruits, and drinks in the office.

Equal opportunities:

At Flutter International, we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.

We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at .

PokerStars is a proud member of the Flutter Entertainment family, a global leader in sports betting, iGaming, and entertainment. We’re not just another company; we’re listed on both the prestigious FTSE 100 index on the London Stock Exchange and the New York Stock Exchange (NYSE). What sets us apart is our world-class brands, cutting-edge products, and our International division includes our operations in over 100 global markets and offers sports betting, casino, poker, rummy, and lottery, mainly online. Our remarkable team of over 8,000 colleagues drives this vision, spread across 28 offices worldwide.

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