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Customer Operations

ON THE FRONT LINE

Our aim is to make customers happy via the channels of their choice and to provide excellent customer satisfaction. Could there be a better way to achieve this than with a dedicated team enjoying what they do? We believe in having fun at work, we love technology, we love stats – and most of all, we love finding new ways to innovate. We are technology-driven with Zendesk as our omnichannel tool. Join us having fun in a great team committed to make our customers happy and the future of their lotto experience even more amazing.

ON THE FRONT LINE

WHY JOIN US IN CUSTOMER OPERATIONS

We work in a hybrid, multicultural team based in London, Berlin and Hamburg

A yearly development budget of EUR 1,500,- for your personal development

We value an open feedback culture and invite anyone joining us to share their feedback and ideas as well. We love trying out new stuff!

Once a quarter a company event where we all get together and celebrate, as well as regular team events and small get-togethers

Expect an innovative working environment, diverse in background and age

Your ideas are valued from day one, and we don’t miss any opportunity for a „good“ joke and a „kicker“ match

Independent and innovative way of working and a believe real flexible work. You can take your unlimited vacation days spontaneously; we work in a hybrid model and provide you with technical home office equipment.

OUR TEAMS

CUSTOMER SUPPORT - ANY QUESTIONS?! WE GOT YOU!
CUSTOMER SUPPORT - ANY QUESTIONS?! WE GOT YOU!

As team Customer Support we are here to provide our customers with the best support possible – no query is too complicated, we will find an answer. Our customers have a choice of contact channels, i.e. call, email, chat and self-service. In total, we handle 25,000 contacts per month, aiming for a 90% + satisfaction rate. In a demanding environment, we work with a lot of flexibility and autonomy, and we are trusted to deliver.
Currently, we operate on two support levels: the first line and the specialist second line support. Our first line support (12 agents) is handled through our outsourced agency, inhouse we have our specialist second line support gurus. A lot is also handled via self-service, so that we can truly focus on all those important contacts that need a personal touch.

PFV - WE PROTECT DATA
PFV - WE PROTECT DATA

As team Payment, Fraud & Verification our mission is to provide excellent customer satisfaction and to protect customer data, hence the core of our work is to investigate and analyze cases. We regularly offer relevant insights into stats and facts for the business and deal with complex escalations. From time to time we also have direct customer contact, e.g. support over 2000 big winners a year – including our 1 to 2 millionaires –, and are in direct contact with them enabling dreams. We have a wide range of experience within our team, where everyone contributes and drives the same vision towards our expertise in payments, fraud and verification.

CONTACTS
Justine Neumann

Justine Neumann

Junior Recruiting Manager
 

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