The role

Are you passionate about customer service and responsible gaming? We have a brand-new role that offers the best of both worlds! As a Customer Service Specialist (NL), you'll split your time between handling Responsible Gaming calls and supporting general customer service inquiries.

The role demands a proactive approach to customer support, a keen understanding of FDJ's values, collaborative spirit, and the ability to effectively communicate both with customers and internal teams. Emphasizing a commitment to excellence not only enhancing the customer experience but also contributing to a supportive and professional workplace culture.

Key Responsibilities

• Provide front-line support in Dutch for our Dutch and Belgian customers, and in English for other markets via live chat.
• Conduct careful conversations with customers via phone to identify any risks associated with their gambling behaviour
• Guide customers through our services on desktop and mobile devices, ensuring they have a seamless experience.
• Address and resolve queries, focusing on understanding customer needs and identifying solutions, particularly for more complex issues.
• Escalate matters that require further attention from internal teams, ensuring timely resolutions.
• Ensure the resolution of more complex customer queries
• Advocate on behalf of customers by relaying feedback and relevant insights to the Sustainability and Engagement teams, facilitating the improvement of customer experiences and safety measures.
• Work closely with CS functions, Sustainability Partners, Player Safety, Responsible Gambling, and CRM teams to deliver a cohesive support experience.
• Share insights and innovative practices in team projects that improve our customer support services and de-risking strategies.
• Support the training and development of new Customer Service Agents by providing on-desk support and sharing your knowledge of best practices and FDJ's products.
• Stay informed about updates on FDJ's and third-party products to enhance the quality of support provided.
• Contribute ideas for enhancing customer support and de-risking processes, supporting a culture of continuous improvement.
• Be a great role model, demonstrate the FDJ values on a consistent basis, encourage a positive, collaborative, professional and inclusive culture in CS.
• Ensure that you adhere to the Governance, Risk & Compliance (GRC) obligations for your role.
• Identify and raise any non-compliance incidents promptly to your line manager.
• Challenge processes, policies and projects that will negatively impact compliance within the Group.
• Complete all mandatory compliance training assigned to you.
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear.

Skills and Attributes

• Fluent in both Dutch and English, with strong written communication skills.
• Empathetic approach to customer interactions, particularly when discussing sensitive topics related to gambling.
• Collaborative mindset, with the ability to work effectively within teams and across departments.
• Strong problem-solving skills and the ability to manage complex customer queries with confidence.

What we can offer you

🏋🏻 €500 per year Well-being allowance
🏝️ 24 days holiday (+ public holidays)
💻 Flexible hybrid working
🏡 6 weeks fully remote working
👨‍⚕️ Private Health Insurance
✈️ Relocation Support
🤱 Maternity/Paternity Leave
🥳 Anniversary awards
👨‍🏫 Dedicated Career Development Plan
🥰 Friendly Atmosphere in a fantastic office
👵 Pension Plan