You're the life and soul of the biggest online bingo party in Italy! As a vibrant Chat Host in our CX team, you're not just part of the tombola community – you're at the heart of it, infusing every interaction with an extra bounce of energy. Your role is to turn good player experiences into unforgettable moments.
What tasks will you undertake?
You'll bounce from room to room, engaging our players in lively conversations on a wide array of topics. Welcoming new players to the community is your specialty, and you're always ready to keep the party going with impromptu bonus quizzes or games that add an extra element of fun.
Being a key frontline colleague, you won't just chat, you'll provide valuable advice and guidance on new games or site changes, ensuring our players stay in the loop. When necessary, you'll expertly signpost them to our Customer Service or Safeplay teams, demonstrating your commitment to their well-being.
Just like any great party host, you're there to add that touch of magic. If things start to get a bit rowdy, you'll gracefully step in to ensure safety and enforce the chat rules, maintaining the lively yet respectful atmosphere that keeps everyone having fun online.
Your responsibilities will entail:
Promote engagement amongst players and be proactive in initiating and encouraging conversation through our live chat functionality, achieving both individual and team targets.
Chat to our players and respond to queries within the appropriate response times, ensuring you are committed to meet KPI’s and standards of chat.
Respond promptly and efficiently to players indicating any concerns or risk.
Attend the needs of players.
Be committed to our Values.
Ensure that chat hosting is delivered in line with the live bingo experience and is delivered in line with our quality standards and core values.
Create and deliver games, activities and quizzes that increase player engagement in line with our guidelines.
Ensure that chat etiquette is managed effectively, utilising chat bans when needed in line with company processes.
Maintain responsibility for identifying safer gambling triggers and ensure it is dealt with in line with company processes.
Award bonuses to players in line with company processes
Be the voice of promoting and upselling multi-product play.
Enhance the customer experience making it personal to them through chat hosting.
Be the face and voice of social campaigns.
Develop expert knowledge of our games and promotions.
Key skillswe'd love you to have:
Excellent Italian language skills
Strong Communication Skills
An ability to demonstrate Empathy and Patience
A good understanding of the Games and Promotions you are representing.
Effective time management
Chat hosts should be skilled in resolving conflicts and handling difficult situations diplomatically.
All our Chat Hosts, Community Team Leaders, Community Shift Leaders and Customer Service Advisors work from home, giving them great flexibility. Our teams are contracted to different shift patterns to work for various lifestyles. At tombola you’re free to be yourself, so if 9-5 doesn’t work for you, one of our home-based roles could.
Free to be me
At tombola, we truly believe that our differences make us stronger. We’re committed to supporting our people to be their true selves. We want to champion different opinions, backgrounds and experiences to enable us to achieve our long term goal of becoming the World’s Biggest Bingo brand. Take a look at our Values.
Benefits and perks that put a spring in your step
🎉 Social events and parties
🏠 Home setup contribution
📈 Quarterly bonus
🏥 Private healthcare
📆 Additional holidays
Want to know more about the benefits of joining the tombola team, check them out here.
We're award winning
Our teams are passionate about what they do and have been recognised across the industry for their efforts in delivering a great player experience with a key focus on Safer Gambling. With the value “Player first. Always” always front of mind, it’s no surprise we lead the way, and have the awards to prove it.
Some of our recent awards include:
Bingo Operator of the Year, EGR Operator Awards 2023