About Us
The Golden Palace Group, a family-owned business established in 1963, is a leading name in the gaming world. With over 40 gaming halls in Belgium, 2 casinos in France, 7 sports betting agencies, a network of Press shops (Press Shop & More), 3 online gaming sites, and 600 employees, we've built a remarkable presence.
Each team member contributes to creating a unique experience for our customers, where innovation, service quality, and passion come together.
Golden Palace is more than just a company; we are a dynamic community where talent, daring, creativity, and ambition thrive. Our love for sports and the joy of gaming are our guiding principles, leading us towards the next chapter in our long history, of which every team member can be proud.
Moreover, Golden Palace emphasizes its CSR (Corporate Social Responsibility) policy. As an engaged local actor, our Group actively participates in numerous charitable actions, supporting local associations or sports clubs that we sponsor (Football, Basketball, Cycling, and more).
Are you ready to step into the captivating world of Golden Palace? Let the fun begin!
Your Role
As a Customer Care Specialist, your primary mission is to provide exceptional customer support by addressing customer inquiries, guiding them in the use of our services and products, and ensuring their overall satisfaction.
Key Responsibilities:
- Customer Support: Assist customers by answering inquiries, guiding them through our website and app, and performing basic troubleshooting.
- Problem Resolution: Provide solutions for customer issues, follow up internally or externally, and escalate unresolved cases as needed.
- Internal Collaboration: Collaborate with other teams, support colleagues, and participate in weekly meetings to align on activities.
- Continuous Improvement: Suggest ideas to enhance customer service and recommend improvements based on customer needs.
- Promotion Communication: Stay updated on upcoming promotions to inform customers effectively.
- Transaction & Error Management: Verify deposits, correct errors, and ensure smooth transaction processing.
- Flexible Scheduling: Adapt to variable hours, including weekends, to meet operational needs with consistent service coverage.
Skills and Talents
Knowledge:
- Strong understanding of fundamental customer service principles
- Proficiency in digital tools and IT skills
- Good understanding of products and services
- Knowledge of Belgian online gaming regulations
Languages:
- Fluent in French, Dutch, and English
Abilities:
- Problem analysis and resolution
- Strong written communication skills
- Organization and planning
Personality, Attitude, Values:
- Strong oral communication and social skills
- Sensitivity to others and active listening
- Analytical insight and sound judgment in problem-solving
- Adaptability, flexibility, and customer-oriented mindset
- Stress management and initiative-taking
- Detail-oriented and quality-focused
- Collaboration mindset
What We Offer
- A full-time, permanent contract (39 hours/week) with 29 days of paid leave.
- An attractive salary package with additional benefits, including meal vouchers, eco-vouchers, group insurance, hospitalization insurance, work laptop, internet contribution, transport reimbursement, and a 13th-month bonus.
- Flexible working hours, including the possibility of remote work, allowing a balanced work-life experience.
- Opportunities for career growth and professional development through training programs.
- A dynamic, ambitious, and expanding company with strong values that are part of everyday life:
- Passion: We are committed to excellence in everything we do.
- Boldness: We constantly push boundaries to offer unique and stimulating experiences.
- Respect: We treat every individual with fairness and integrity.
- Connection: We foster strong, lasting relationships with our customers and teams, ensuring everyone feels valued and understood.
Qualifications Required
- Experience in a customer service or support role, preferably within a regulated environment.
- Willingness to work flexible hours, including weekends and evenings, as part of a rotating schedule.
Join the Golden Family and be part of a passionate team dedicated to excellence!
