complaints specialist.

The role is dynamic and engaging, as it will support not only internally the business and our clients, but also the frontline relationship with our external Alternate Dispute Resolution service providers for both our PokerStars and Betfair International brands.
You will be a person who can handle and resolve all customer complaint queries raised via all complaint channels, including Senior Management, Regulatory and Frontline channels, for both PokerStars and Betfair International. You will be also taking care of all contacts with a full and up to date understanding of regulatory requirements for each of our licenses.
The role is stationed in Brazil and the successful applicant will be required to be positioned in our Brazil Office.

What you’ll do:

Investigate, compile, record and report on escalated complaints via customer frontline escalation process

Provide regular insights on process and continuous improvements back to the business and the department

Proactively identify and inherit unresolved complaints from front-line CSO interactions and following them through to resolution.

Communicate directly with customers.

Collaborate closely with the various business partner channels in the resolution of customer queries.

Support the management of the ADR/regulator escalation and ruling processes when required.

Look for opportunities to drive improvements and upskilling within customer critical issue touchpoints.

Work with Customer Experience teams to represent the voice of the customer within the business and advocate for change on their behalf.

Contribute to the reporting framework that drives customer centric improvements throughout the organisation.

Work closely with internal stakeholders such as Safer Gambling, AML, Fraud, Customer Support, & Payments on both brands to ensure that risks are handled effectively with minimal friction for our customers.

The above responsibilities are not exhaustive, and the post holder will be required to undertake such tasks as may reasonably be encouraged within the scope and expectations of the post.

What you’ll bring:

Excellent communication skills, both written and verbal, in both Portuguese and English.

At least 2 years’ experience in a customer facing role.

A proven record of accomplishment in customer service.

Ideally, an experience in conflict and dispute resolution.

An exceptional and validated attention to detail.

Incredibly strong customer focus and customer contact manner.

The ability to prioritise workload based on urgency.

An ability to build strong working relationships inter and cross departmentally.

To be able to work independently and be confident in decision-making within Flutter Entertainment’s defined processes, and during sudden, unanticipated, or unprecedented events or crises.

Demonstrate a sound understanding and an application of technology to use a variety of technical platforms and systems in a conjoined way to deliver quick and accurate results.

A solid understanding of regulated markets and licenses within the online sports, gaming and betting industry is considered advantageous.