Fully remote – Ceuta based
Part time – permanent (32 or 24 hours available)
Shifts to be discussed at interview - Please note, we operate 24 hours a day to support our customers.
This role is fully remote, however candidates must be permanently based in Ceuta due to local employment requirements.
The Role
We are looking for someone who can turn players' experiences into unforgettable moments. In the role of Chat Host, you will work within the online community for our Spanish territories, interacting with players and helping to build an engaging, welcoming, and safe chat environment.
You will play a key role in creating positive player experiences, encouraging participation, and supporting customer loyalty, while working in line with guidance from your manager and company policies, always acting in the best interests of the Company and its business.
Your responsibilities will include:
* Engaging and entertaining players in lively conversations across a wide range of topics and company led activities
* Continuously monitoring and moderating online chats to ensure a safe and positive environment for users
* Actively stimulating and maintaining ongoing conversations
* Providing help and informational support, answering users' questions within appropriate response times and encouraging participation in the community
* Ensuring a safe and enjoyable environment for customers
* Promoting Responsible Gaming within chat
* Enforcing rules while maintaining a lively and respectful atmosphere
* Regularly promoting current promotions
* Running games, activities and or quizzes in chat, in line with company requests and values
* Understanding and applying procedures and operating in line with company guidelines
* Collaborating with colleagues before, during and after shifts to achieve team objectives, and working with your manager to achieve individual goals
* Developing in depth knowledge of the games, website and work tools required for the role, and keeping yourself up to date ahead of each shift
* Reviewing the calendar detailing daily promotions or chat initiatives
* Working closely with Customer Service and Technical teams in the event of any issues
Skills
* Confident use of a PC, including Office Suite, with fast and accurate typing skills
* Excellent knowledge of the Spanish language, both written and spoken
* Strong knowledge of Spanish culture
* Patient, tolerant and sensitive approach
* Excellent written communication skills with strong empathy
* Strong sense of individual and collective responsibility
* Excellent ability to resolve conflicts through written communication
* Willingness to regularly self update and learn
* Adaptability and flexibility
If you enjoy connecting with people and creating positive experiences, we'd love to hear from you.
At tombola we know that our differences make us stronger and that thinking differently is key to long term success. We work hard to create a culture of inclusivity where everyone can celebrate our free to be me value. We are committed to creating opportunities for everyone here at tombola, we welcome applications from all backgrounds and encourage individuals to apply, even if you don't meet every requirement.