• Monitor agent performance regarding quality, productivity, and attendance • Provide coaching and feedback based on metrics and QA • Handle customer escalations as needed • Ensure schedule adherence by agents • Maintain coaching logs

• As a Customer Care Specialist (m/f/d), you are the point of contact for our customers. • You are the voice of FINE DINE externally and, with your empathy, service mindset and commitment to quality, you ensure that every interaction becomes a positive brand experience. • You actively shape our customer support, refine processes and contribute ideas to continuously improve the customer experience. • You are the direct point of contact for our customers via phone, WhatsApp and email. • You inspire our customers for FINE DINE and provide competent advice to create an exceptional service experience. • You quickly find appropriate solutions for inquiries and keep an overview even for more complex issues. • You continuously improve our service by drawing the right conclusions from feedback and gathering any missing information needed to provide a confident answer. • You assist our customers with all concerns (e.g. complaints, returns and refunds, etc.). • You work closely with other teams and ensure that customers experience the level of service that FINE DINE stands for at every touchpoint.

• Provide exceptional customer service as brand ambassador for sports fans • Support all aspects related to customer's digital sports platforms • Create best-in-class experiences for fans • Educate fans and help them accomplish their streaming goals • Use technology tools to resolve fan inquiries • Develop and maintain knowledge of client’s products and services

• Provide friendly, clear, and professional support via email and chat. • Assist customers with inquiries about our products, claims, payments, and account management. • Guide customers through processes such as onboarding, data changes, or policy updates. • Escalate complex issues to managers or specialists when necessary. • Collaborate closely with colleagues to ensure quick and accurate responses. • Contribute to improving support processes and knowledge base content.