Customer Service Specialist - Multilingual; Mandarin Speaking

Puesto: Customer Service Specialist - Multilingual (Mandarin Speaking)
Location: La Línea de la Concepción

Overview
Customer Service Specialist - Multilingual (Mandarin Speaking) based in Gibraltar. BVGroup brings over 80 years of expertise to delivering technology-driven betting and gaming experiences to a global audience. Bet Victor is our flagship B2C brand, complemented by partner brands such as Heart Bingo and talkSPORT BET. Our SaaS platform is fully developed and ready to deploy, requiring minimal setup and no complex configuration.

Join us at BVGroup to make an impact in a fast-paced, global industry and help define the next generation of online sports betting and gaming.

Responsibilities

Provide support across live chat, email, and phone within a 24/7 operation, ensuring customers receive consistent, high‑quality service.

Manage a wide range of queries across multiple languages, deliver timely and effective solutions, and ensure every interaction results in a positive and professional customer experience.

Manage inbound chats, emails, and calls, delivering prompt, courteous, and effective support.

Resolve product, account, or service issues in line with company procedures.

Maintain high standards in written and verbal communication.

Multi-task across platforms while managing customer expectations professionally.

Escalate complex issues when necessary and follow up to ensure full resolution.

Adhere to defined KPI and SLA targets.

Keep up to date with internal processes, system changes, and product knowledge.

Work collaboratively with peers and managers, contributing to a positive team culture.

Qualifications

Full professional proficiency in English & Mandarin (spoken and written).

Previous experience in a multi-channel customer support role is preferred.

Excellent communication, problem-solving, and decision-making skills.

Ability to work in a 24/7 shift environment, including nights and weekends.

Strong time management and multitasking capabilities.

Comfortable working with CRM systems, ticketing tools, and chat platforms.

Performance & Work Pattern

Maintain high-quality standards across all communication channels.

Meet or exceed SLA and KPI targets.

Achieve team and individual KPIs set by the department.

Rolling shift patterns for continuous 24/7/365 coverage.

8-hour shifts with 30-minute breaks.

Additional Information
Our interviews are a two-way process, designed to give you time to get to know us as we get to know you. The interviews are conversational, and we encourage questions and curiosity. If the role attracts sufficient applications, the vacancy may close early; please submit your application as soon as possible.

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