Customer Service Specialist - Multilingual (Mandarin Speaking) | Gibraltar | On-site
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BVGroup brings over 80 years of expertise to every bet, delivering technology-driven betting and gaming experiences to a general audience. BetVictor is our flagship B2C brand, complemented by multiple partner brands we manage and service such as Heart Bingo, talkSPORT BET to name but a few. Our SaaS platform is fully developed and ready to deploy, requiring minimal setup and no complex configuration.

Join us at BVGroup and make an impact in a fast-paced, global industry. Collaborate with passionate experts, tackle exciting challenges, and help define the next generation of online sports betting and gaming.

Purpose Of The Role

As a Customer Service Specialist - Multilingual (Mandarin Speaking), you will provide support across live chat, email and phone within a 24/7 operation, ensuring customers receive consistent, high‑quality service at all times. You will manage a wide range of queries across multiple languages, deliver timely and effective solutions, and ensure every interaction results in a positive and professional customer experience.

Key Responsibilities

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- Manage inbound chats, emails, and calls, delivering prompt, courteous, and effective support.

- Resolve product, account,



or service issues in line with company procedures.

- Maintain high standards in written and verbal communication.

- Multi-task across platforms while managing customer expectations professionally.

- Escalate complex issues when necessary and follow up to ensure full resolution.

- Adhere to defined KPI and SLA targets.

- Keep up to date with internal processes, system changes, and product knowledge.

- Work collaboratively with peers and managers, contributing to a positive team culture.

Key Requirements

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- Full professional proficiency in English & Mandarin (spoken and written).

- Previous experience in a multi-channel customer support role is preferred.

- Excellent communication, problem-solving, and decision-making skills.

- Ability to work in a 24/7 shift environment, including nights and weekends.

- Strong time management and multitasking capabilities.

- Comfortable working with CRM systems, ticketing tools, and chat platforms.

Performance Expectations

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- Maintain high-quality standards across all communication channels.

- Meet or exceed SLA and KPI targets.

- Achieve team and individual KPIs set by the department.

Work Pattern

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- Rolling shift patterns for continuous 24/7/365 coverage. xhfqzwm

- 8-hour shifts with 30-minute break.

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📌 Customer Service Specialist - Multilingual (Mandarin Speaking) (Sevilla)
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