The Role
Engage Arabic-speaking iGaming players through inbound and outbound calls, promote approved products and campaigns, drive activation, engagement, retention, and reactivation, manage player requests, document interactions in the CRM, coordinate escalations, and meet sales and engagement targets while following responsible gaming, data protection, and regulatory requirements.
Summary Generated by Built In
Job Title: Sales Representative (Arabic Speaker)
Department: VIP / Sales
Industry: iGaming
Reports To: VIP Team Leader
Employment Type: Full-time
Location: Belgrade, Serbia
Work Arrangement: On-site, office-based
Schedule: Rotational shifts, including evenings, weekends, and public holidays when required
Workanova is a global BPO customer experience specialist, providing exceptional customer care, sales, technical support, and back-office services. With clients across the Fintech, iGaming, and eCommerce industries, we operate in over 10 languages and are committed to delivering outstanding support around the clock.
Role Summary:
The Sales Representative is responsible for engaging Arabic-speaking players through inbound and outbound calls. The role focuses on promoting approved iGaming products and campaigns, inviting players to participate in relevant activities, strengthening player relationships, and supporting engagement and retention objectives.
The Sales Representative also manages player requests and coordinates escalations with relevant departments through the appropriate internal channels.
Key Responsibilities
• Conduct inbound and outbound calls with Arabic-speaking players.
• Present approved iGaming products, promotions, campaigns, tournaments, and events.
• Invite players to participate in relevant gaming activities and offers.
• Build and maintain professional relationships with players.
• Understand player preferences and provide a personalized experience.
• Support player activation, engagement, retention, and reactivation campaigns.
• Proactively contact existing players to maintain engagement and strengthen long-term retention.
• Identify inactive or disengaged players and support approved retention and reactivation initiatives.
• Follow up with players regarding previous interactions, campaigns, offers, and unresolved requests.
• Handle player questions and objections professionally.
• Record all interactions, requests, outcomes, and follow-up actions accurately in the CRM.
• Escalate payment, verification, bonus, technical, complaint, fraud, or account-related matters to the appropriate departments.
• Follow up on open cases and keep players informed of approved resolutions.
• Meet individual and team sales, engagement, and retention targets.
• Follow company policies, responsible gaming procedures, data protection requirements, and regulatory standards.
• Participate in required training, coaching, and performance reviews.
Requirements
Requirements
• Fluency in Arabic, both written and spoken.
• Good working proficiency in English.
• Previous experience in sales, telesales, customer service, account management, or call center operations.
• Strong communication, negotiation, and relationship-building skills.
• Confidence in handling inbound and outbound calls.
• Customer-focused and results-oriented approach.
• Good computer skills and experience using CRM systems.
• Strong attention to detail and accurate record keeping.
• Ability to coordinate professionally with different internal departments.
• Availability to work rotational shifts from the Belgrade office.
Benefits
Competitive salary with attractive commission structure.
Opportunity to work in a growing international company.
Career development and training opportunities.
Dynamic and supportive team culture.
Private healthcare plan.
Happy hour.
Opportunity to work in a growing international company.
Career development and training opportunities.
Dynamic and supportive team culture.
Private healthcare plan.
Happy hour.
Skills Required
- Fluency in Arabic, written and spoken
- Good working proficiency in English
- Previous experience in sales, telesales, customer service, account management, or call center operations
- Strong communication, negotiation, and relationship-building skills
- Confidence handling inbound and outbound calls
- Customer-focused and results-oriented approach
- Good computer skills and experience using CRM systems
- Strong attention to detail and accurate record keeping
- Ability to coordinate professionally with different internal departments
- Availability to work rotational shifts from the Belgrade office
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The Company
What We Do
WorkaNova is a global business-process-outsourcing (BPO) and customer-experience specialist serving iGaming operators and other companies. It provides multilingual live-chat, email and ticket support, second-line support, quality assurance, VIP player support, sales, technical support, and back-office services. The company builds dedicated teams, manages service levels and reporting, and supports partners across international markets and multiple time zones.
