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Group Customer Experience Coordinator

Summary

As the leader in the CEE region, we keep our customers first. To achieve our goals we´re going to boost our approach towards Responsible gaming and Customer Journeys.
Because of that, we´re hiring new colleagues who help us with audits and delivery of operations.
Are you good enough at helping people or finding a better solution to complete key tasks? If so, this could be the role for you!

Responsibilities


  • Carrying out responsible gaming customer investigations
  • Ensure audit delivery of operations are done as per agreed target set
  • Cover and develop an area of Customer journeys within Customer care departments
  • Ensuring actions identified from responsibility checks and management reviews are communicated to the customers (inbound and outbound) or VIP as required
  • Bring innovation ideas and help the client create work process standardization
  • Drive investigation of highly sensitive issues affecting client, working with different teams (AML, Customer Service) to understand why and what happened
  • Identify Training and development issues in terms of Training need Identification and reasons for failure if any
  • Assist with any customer journey projects with the collaboration of members within the customer experience team.
  • Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality & audit performance
  • Ensure 100% of audit and customer journeys checks

We Require

  • Customer care experience is a must
  • Fluent English language
  • Strong leadership, communication and interpersonal skills
  • High energy, enthusiasm and a strong interest in continuous improvement
  • Advanced/Strong computer skills: MS Access, PowerPoint, Word and Excel
  • Ability to set priorities and manage multiple projects with minimal supervision

We Offer

  • Annual bonus
  • Cafeteria plan and electronic meal vouchers
  • Discounts and promotions by our partners and Penta group companies (e.g. Dr. Max Pharmacies: Gold Partner)
  • Occasional home office
  • 5 weeks of vacation
  • An interesting and challenging job of a successful international group at the Prague headquarters (informal international teams, communication in English on daily basis)
  • No dress code
  • Various events for employees (sports and corporate events, internal competition for tickets for sports and social events etc.)
  • Brand new offices in the Churchill office complex
  • Our own café, relaxing zone, gym and great amenities around the office

Want to Know More?


I would be happy to provide any details you want to know! 

As part of any recruitment process, we collect and process your personal data in the manner and to the extent further specified in this Job Applicant Privacy Notice. The aim of this document is to provide you, in particular, with information regarding the scope and nature of such processing, the extent of your rights and the manner in which you can exercise them.

Collection and processing of your personal data is conducted in accordance with the applicable data protection legislation, in particular the General Data Protection Regulation (GDPR).

Our privacy you can find here.

As part of any recruitment process, we collect and process your personal data in the manner and to the extent further specified in this Job Applicant Privacy Notice. The aim of this document is to provide you, in particular, with information regarding the scope and nature of such processing, the extent of your rights and the manner in which you can exercise them.

Collection and processing of your personal data is conducted in accordance with the applicable data protection legislation, in particular the General Data Protection Regulation (GDPR).

Our privacy you can find here.

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