Conversion Agent for Croatia

What will be your key responsibilities:

Within just a few years, Fortuna has become an established brand among customers. We became a proud international Family of companies carrying the name Fortuna Entertainment Group from the first betting shop. We want to go further and be known as having the best tech departments offering our employees modern technologies and being part of many exciting projects.

We all work as one team, treat each other with respect, openness, a sense of honor, respect for individual and cultural differences.

We are looking for a Conversion agent who will help us build the best and the easiest to use websites and apps that make it as easy as possible for new and existing customers to sign up, deposit and bet/play casino games with PSK.


Responsibilities:

  • Engage new and existing customers through proactive chat and offer help to complete key transactions such as sign up with PSK, deposit or place a bet
  •  Pro-actively and regularly target various segments of customers to increase business performance such as: 
    1. Customers who signed up but never deposited or bet, assist them with the first deposit and first bet
    2. Help customers complete registration requirements such as providing ID and proof of address or proactively help them to go through the registration process in general
    3.  Engage with existing customers to improve their overall experience. Basically, we want you to increase their loyalty
  • Increase customer satisfaction and loyalty through exceptional service and problem resolution
  • Collect Business Intelligence data and Customer Feedback
  • Identify and hand over high potential Customers to VIP team
  • Share experiences, learnings, and ideas across the team
  • Propose new promotions based on customer’s feedback
  • Act as the customer advocate, escalate when needed
  • Assist other Customer Operations agents/employees with regular work outside of Conversion activities.
  • Execute any other requests instructed by direct manager or Head of Customer Operations.

What experience should you have:

  • Native Croatian speaker and good level of English
  • Excellent communication skills
  • Knowledge of sports betting and gambling (advantage)
  • Career Level: Entry level 1 - 3 years
  • Solid typing speed
  • A growth mindset – always be looking for how we can get “just that 1%” better
  • Proactive problem solver, natural can - do attitude
  • Assertiveness
  • Empathy
  • Analytical thinking
  • Distributive attention
  • Team player
  • Loyal customer oriented professional, keen to learn (quick learner) and share, interested in gaming industry, wants to grow


What do you get in return:

  • Competitive salary
  • Annual bonus
  •  Awards for referrals
  •  Transportation and meal allowance
  • Participation in a gym membership (Multisport)
  • Annual budget for employee training and education
  • Participation in various well-being activities

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