CUSTOMER SERVICE ANALYST (LIEGE-BELGIUM)

Job content

THE SCOPE

With 30 years of history, today Gaming1 is one of the international leaders in both land-based and online games of chance (casino games, sports betting and poker). Its evolution at the heart of innovation is accompanied by a diversification and specialization of positions, with the creation of new cutting-edge jobs. As part of its sustained growth, Gaming1 is looking for a Customer Service Analyst to join its CS team.

You receive, follow up and resolve requests and potential problems raised by players, international partners, B2B clients and other internal teams to continually provide a high-quality service and increase the value of Gaming1’s image.

YOUR ROLE

• Carry out detailed technical analysis of each incoming request;
• Evaluate the possibility of providing a direct response or transferring the request to another service;
• Ensure the follow up of transferred requests until they are completed;
• Provide a suitable response that respects the internal functioning procedures;
• Optimize the problem resolution management to improve the quality of the service offered;
• Reach the (individual) KPI objectives set by management and contribute to the department reaching their collective KPI objectives;
• Accept feedback and respect the implementation of improvement plans;
• Preanalyze and report technical issues on the various game sites following the Incident Management (IM) procedure;
• Take on different schedules as support is guaranteed 24/7 by various teams.
  
  

YOUR PROFILE

• Excellent level of French, both oral and written (C1) and good knowledge of English, both oral and written (minimum B1);
• Previous professional experience in technical customer service.
• Analytical thinking and technical investigation skills;
• Service and customer satisfaction oriented;
• Experience with ticketing tools such as Zendesk, Wrike and Jira
• Natural interest in the casino and online gaming world;
• Ability to adapt to changes and manage the unexpected;
• Skills for documenting procedures within the knowledge base (Wiki).
  
  

What We Offer

As well as having a unique experience - centered around our values of pleasure, team spirit, performance, boldness and integrity - alongside 1,200 employees around the world, we offer:

• the opportunity to contribute to the international development of a family company from Liège
• the chance to take part in a human and entrepreneurial adventure within a solid group
• a friendly work environment that is adapted to reaching optimal performance
• leadership by talents, values, trust and autonomy
• the opportunity to progress and specialize with our internal mobility system
• a competitive salary package with several perks
• the possibility to work remotely for a good work-life balance.
  
  

THE INTERVIEW PROCESS

Gaming1’s NEWS

The Gaming1 Belgian hub moved to the heart of the Ardent City in 2021. Immerse yourself in our new offices.

We are certified Top Employers 2022! We are the first game of chance company (casino, sports betting and poker) to receive this certification, among some 80 companies certified in our country, and including only 15% in Wallonia.

The health of our employees is our priority, we offer 50% remote working, as well as health and safety measures. Various activities are organized throughout the year, such as giving blood in the building’s courtyard, teambuilding days and the #loveyourhealth program which gives employees the opportunity to take part in various sporting activities.

More, the perks card offered to all Gaming1 employees. Browse the list of reductions.