Customer Service Representative (Swedish & English Speaking)

About Us
Welcome to Pinnacle, the ultimate destination for sports enthusiasts seeking an exhilarating sportsbook and gaming experience! Established in 1998, we have solidified our position as one of the globe's foremost licensed online gaming companies. With our cutting-edge offerings, we guarantee an electrifying experience that will keep you on the edge of your seat.

Pinnacle invites you to join our team and become an instrumental figure in the exciting realm of sports betting. Our vibrant team is fuelled by passion and driven by innovation, working together to redefine the landscape of sports betting and gaming. Together, we constantly strive to surpass limitations and deliver unparalleled experiences to sports enthusiasts worldwide. Prepare yourself for a thrilling journey and discover sports in an entirely new dimension with Pinnacle!

Role Overview
We are seeking a highly motivated Customer Service Representative to join our team! The Customer Service Representative will be responsible for providing exceptional customer service and support to our clients, researching and resolving customer issues, using available tools and interdepartmental support. The Customer Service Representative will handle customer communication on behalf of the Pinnacle Group, serving as the first point of contact for our customers, assisting them with inquiries, resolving issues, and ensuring their overall satisfaction.

Key Responsibilities:

• Answer and support customer-facing communication in required languages, and translate emails, website information and other matters as requested.


• Provide accurate and timely information to customers.


• Resolve customer issues and complaints in a professional and efficient manner.


• Manage and maintain customer accounts and records.


• Research solutions to customer issues.


• Collaborate with other departments to resolve customer issues and improve processes.


• Use available tools and information resources to resolve problems.


• Develop an in-depth understanding of the Pinnacle Group website to investigate and resolve issues.


• Maintain up-to-date knowledge of the company's products, promotions, policies, and procedures.


• Ensure compliance with all regulatory requirements and industry standards.


• Escalate unresolved problems following established policies and procedures.


• Manage client accounts, including updating account notes.


• Research transaction discrepancies and take appropriate action.


• Monitor customer activity, assisting in identifying fraudulent activity or abuse.


• Amend or adjust transactions in customer accounts as needed or instructed.


• Maintain professionalism and adhere to company standards in all interactions.


• Assist with special Customer Service projects.


• Flexibility to work shifts, including nights, weekends, and holidays.


• Perform other duties as assigned.

Experience and Qualifications:

• High school diploma or equivalent required.


• Associate’s or Bachelor’s degree preferred.


• Previous experience in customer service, preferably in the gambling or online gaming industry would be an asset.


• Experience with customer service software and CRM systems is preferred.

Skills:

• Ability to think critically and draw from experience to make decisions.


• Maintain a high level of professionalism and adhere to company standards in all interactions.


• Excellent communication and interpersonal skills


• Strong problem-solving abilities.


• Ability to multitask and prioritize workload in a fast-paced environment.


• Proficient with computer systems and software applications.


• Performance-driven and a strong team player.


• Proficiency in Microsoft Office Suite.


• Flexible and has the ability to quickly adjust to frequent process and information changes.


• Ability to work independently as well as part of a team.


• Proficiency in writing, speaking and reading in English and specialized language is required.


• Ability to understand both written and oral instructions in English.

Benefits:

• Private health insurance.


• Employee assistance program.


• Monthly fitness allowance.

We are an equal opportunity employer dedicated to fostering an inclusive and diverse workplace. We prioritize hiring the best candidates based on their skills and qualifications, irrespective of race, gender, age, religion, or any other characteristic. Our strength lies in our diverse teams, and we proudly celebrate and empower everyone to embrace and promote diversity throughout their time with us.
Pinnacle - KMP-93367