Multilingual Customer Experience Consultant

ROLE: Multilingual Customer Experience Consultant

REPORTS TO: Team Manager

Hours: 40 paid hours per week. Shifts: A rota is supplied every month with your working hours. Shifts between 8.00am and 8.00pm Monday to Saturday.

WHO WE ARE

Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries. Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end‑to‑end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model.

MISSION OF THE ROLE

The ZEAL Group ‘Create a better world of lottery!’– One that’s thrilling, fun and packed with life‑changing moments. They are regulated in multiple jurisdictions across the globe, with offices in London, Madrid and Hamburg. The Zeal Group is an exciting campaign which helps power the world of lotteries and brokers tickets for customers in Germany. Tipp24/Lotto24 – integral part of the Zeal Group - have partnered with Konecta to manage all their incoming customer service calls, emails and live chats.

Our Philosophy: We are here to provide our customers with the best support possible – no query is too complicated; we will find an answer. Our customers have a choice of channels, i.e call, email, chat and self‑service. In total, we handle 25,000 contacts per month, aiming for a 90%+ customer satisfaction rate.

In a demanding environment, we work with a lot of flexibility and autonomy, and we are trusted to deliver. Our Vision: Our aim is to make customers happy via the channels of their choice. Could there be a better way to achieve this than with a dedicated team enjoying what they do? We believe in having fun at work, we love technology, we love stats – and most of all, we love finding new ways to innovate.

We are committed to crafting outstanding experiences for our customers, building trust and loyalty through personalized solutions and unwavering support. Our relentless pursuit of excellence extends beyond customer interactions, ingrained in the very essence of our culture, propelling us to surpass expectations and establish new industry benchmarks.

Our Mission: We’re not title‑driven but focused on providing as one team – succeeding and failing together. Currently, we operate on two support levels: the first line and the specialist second line support. You will be part of the first line support, so we can truly focus on all those important contacts that need your personal touch. You will have the opportunity to grow with almost no barriers. If something doesn’t work for you, show us a better way of doing things – all ideas are welcome.

Each interaction serves as a testament to our unwavering commitment to customer satisfaction. We foresee a future where our dedication to exceptional customer service not only sets us apart but becomes a standard for others. As a cohesive team, we aim to cultivate an environment that fosters personal and professional growth, empowering each member to reach their full potential within their roles. Join us in a great fun team, committed to making our customers happy and the future of their lotto experience even more amazing.

REQUIREMENTS

• Excellent telephone manner
• Excellent numeracy and literacy
• Good analytical, decision making and problem solving abilities
• Previous call centre/back office experience (desirable)