Customer Service Specialist - Multilingual; Mandarin Speaking

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

Join us at BVGroup and make an impact in a fast-paced, global industry. Collaborate with passionate experts, tackle exciting challenges, and help define the next generation of online sports betting and gaming.

Purpose Of

The Role
As a Customer Service Specialist - Multilingual (Mandarin Speaking), you will provide support across live chat, email and phone within a 24/7 operation, ensuring customers receive consistent, high‑quality service at all times. You will 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.

Key Responsibilities

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.

Key Requirements

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 Expectations

Maintain high-quality standards across all communication channels.

Meet or exceed SLA and KPI targets.

Achieve team and individual KPIs set by the department.

Work Pattern

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

8-hour shifts with 30-minute break.

#J-18808-Ljbffr