Customer Operations Representative with Italian

We're a fast-moving, customer-obsessed team that puts customer first in everything we do. Our Customer Support Team isn't just about answering questions—we're the voice of the company and the first line of connection with our users. Every interaction is a chance to learn, improve, and make someone's day better.

We work closely with commercial, product, and operations to make sure customer feedback drives real change. We're big on collaboration, quick thinking, and creative problem-solving. Things move fast here, and we love it that way—because it means we're always learning and pushing ourselves to raise our game.

We believe we do our best work when we win together—as a team, with our customers, and across the company. If you're passionate about people, thrive in a fast-paced environment, and want to help shape the future of customer experience, you'll fit right in.

What you'll be doing

• Italian language communication (native-level);
• Communicate fluently and professionally in Italian, both spoken and written;
• Draft clear, accurate communications, and support customers effectively in their native language;
• Deliver excellent customer experience;
• Handle customer inquiries across multiple channels (phone, email, chat, social media) with accuracy and empathy;
• Ensure timely resolution of issues to maintain customer satisfaction through empathy, patience, and professionalism in every interaction;
• Problem-solving and issue resolution;
• Diagnose customer problems effectively and provide solutions;
• Escalate complex or sensitive cases to the appropriate department following company procedures;
• Ensure compliance;
• Follow company policies, regulatory requirements, and security standards (e.g., KYC, GDPR);
• Promote responsible gaming or other compliance measures where applicable;
• Collaborate with teams;
• Work closely with supervisors, team leaders, and other departments to resolve issues;
• Share feedback and insights to improve processes and customer satisfaction;
• Handle additional tasks;
• Assist with special projects, reporting, or mentoring new team members when required.

Requirements

What we are looking for

• Communication skills clear, concise written and verbal communication;
• Ability to explain complex topics in simple terms;
• Professional tone across all channels (email, chat, phone);
• Problem-solving & critical thinking;
• Identifying the root cause of customer issues;
• Providing solutions quickly and logically;
• Thinking creatively when standard processes aren’t enough;
• Time management & prioritization;
• Handling multiple tickets/chats efficiently;
• Balancing speed with quality;
• Knowing which cases require immediate escalation;
• Technical proficiency;
• Comfortable using CRM/ticketing systems;
• Navigating back-office tools and dashboards;
• Basic troubleshooting skills;
• Attention to detail;
• Accurate documentation and data entry;
• Spotting inconsistencies, potential errors, or risks;
• Ensuring compliance with policies.

You might also have

• Active Listening;
• Focused attention to understand customer needs;
• Asking clarifying questions when needed;
• Showing empathy and patience;
• Emotional intelligence;
• Ability to stay calm under pressure;
• Managing difficult conversations diplomatically;
• Recognizing customer emotions and adapting communication style;
• Adaptability;
• Quickly learning new tools, products, or policies;
• Handling varied customer personalities and scenarios;
• Operating well in fast-paced environments;
• Conflict resolution & de-escalation;
• Calming frustrated or upset customers;
• Providing reassurance and clarity;
• Turning negative experiences into positive ones;
• Accountability;
• Taking responsibility for resolving customer issues from start to finish;
• Following through on commitments and ensuring no tasks are left incomplete;
• Taking initiative to address problems proactively and prevent recurrence.

What we offer

Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

• Financial: Competitive salary;
• Hybrid working: Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!;
• Holiday entitlement: You’ll be entitled to 22 annual leave days, plus bank holidays and an extra day for your birthday;
• eLearning;
• Family Support: Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities;
• Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts;
• Healthcare: We prioritize your health and well-being, offering comprehensive healthcare benefits;
• ...and more.

More about evoke

We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That’s the future. That’s evoke.

At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.

Apply

At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.

Apply today to kickstart your application with the evoke Family!