Remote: UK based

Hours: 32 hours per week

Shift Pattern:
Customer Service is open from 08:00 to 22:00, Monday to Sunday. The initial shift pattern for this role is:

• Monday: 08:00 – 16:00
• Tuesday: 08:00 – 16:00
• Friday: 14:00 – 22:00
• Sunday: 08:00 – 16:00

Shift patterns could be subject to change based on the needs of the business.

Are you a people person who enjoys problem-solving and ensuring customer satisfaction?

Do you possess excellent communication abilities and a knack for efficiently resolving customer queries? If yes, we want you to join our team as a Customer Service Advisor!

At tombola, our Customer Service Advisors play a critical role in ensuring customer satisfaction, contributing to a gaming experience that sets us apart from other online gaming platforms. You'll be part of a team looking after our Spanish territories, dedicated to resolving our players' issues and delivering a seamless gaming experience.

What will you do?

We're looking for personable, proactive, and quick-thinking individuals who can efficiently handle and resolve customer queries and complaints. Making a positive impression, providing excellent customer service, and fostering customer loyalty is crucial in this role.

Your responsibilities will include:

• Provide exceptional support to our players.
• Develop an expert-level knowledge of the tombola websites and games.
• Communicate important or unresolved issues to the rest of the team.
• Utilise available resources through management of the CS dashboard; reacting appropriately to demand for all tasks.
• Be part of our Daily Task Rota (which includes activities such as: verifications, winner processing, escalations, referrals, failed transactions, Social Media interactions and support).

Skills we are seeking:

• Excellent Spanish & Englishlanguage skills are required.
• The ability to manage multiple tasks simultaneously and proactively manage your own workload.
• Self-motivation – be a team player who is diligent in their approach.
• Excellent communicator with great people skills.
• Experience of working in an environment which requires the ability to multitask.
• Exceptional Customer Service Skills with the passion to provide first point resolution with each player interaction.
• Take charge of your own development by encouraging feedback and further training where needed.
• Confident in using Excel, Word and PowerPoint.

At tombola, we know that our differences make us stronger and that thinking differently is key to long-term success. We work hard to create a culture of inclusivity where everyone can celebrate our Free to be me value.

We are committed to creating opportunities for everyone here at tombola. We welcome applications from all backgrounds and encourage individuals to apply – even if you don’t meet every requirement.