Customer Service Specialist - Multilingual (Mandarin Speaking) | Gibraltar | On-site
BVGroup brings over 80 years of expertise to every bet, delivering technology-driven betting and gaming experiences to a global 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, general 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
- 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
- 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

📌 Customer Service Specialist (Madrid)
🏢 BVGroup
📍 Madrid