Dutch speaking Customer Service Specialist
FDJ UNITED
Job description
About Us
At FDJ UNITED, we don't just follow the game, we reinvent it.
FDJ UNITED is one of Europe’s leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you’ll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day.
We’re looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field.
Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?
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
Our Way Of Working
Our world is hybrid.
A career is not a sprint. It’s a marathon. One of the perks of joining us is that we value you as a person first. Our hybrid world allows you to focus on your goals and responsibilities and lets you self-organise to improve your deliveries and get the work done in your own way.