This is a full-time; hybrid role for those who live in Malta.
Company: go-to iGaming service provider. The company's aim is to empower iGaming operators, allowing them to thrive in such a volatile industry. Years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make the company the right choice for any company looking to elevate its success.
Role overview: As a Customer Service Agent, you will be mainly responsible for representing the brand as the face of the company you represent. You will support customers via email and live chat. Communication with other departments is key. You will be the first point of call to receive feedback from players, and then responsible to share this with the relevant teams, so that we always improve our customer’s platforms in a way that reflects a high level of customer service.
Key Responsibilities:
- Ensure that players are provided with an outstanding level of service;
- Communicate with relevant departments to provide timely escalation process and following up with pending issues;
- Communicate with clientele proficiently in both English and German languages;
- Handle daily management of all incoming requests via emails and Live Chat;
- Assist the relevant departments, including Fraud Officer and the Money Laundering Reporting Officer, when required;
- Maintain customer focus and responding to customer queries in accordance to the Employer’s guidelines;
- Give feedback of recurring customer issues to management and relevant internal departments;
- Respond and action requests from management;
- Promote the Employer’s values and products;
- Ensure a professional working relationship with customers and other colleagues working with the Employer;
- Liaise with third party providers of the Employer providing services which overlap to the Employee’s line of work.
Requirements:
- German speaking is a must (native or C1);
- Fluent in English speaking;
- 1 year + experience working in the iGaming industry within a Customer Service environment;
- Customer focused;
- Can-do positive attitude and a team player;
- Ambitious to learn;
- Effective communicator.
Benefits:
- Attractive remuneration package;
- Wellness benefit (after probation);
- Optician/Spectacle and Blue Lens Benefit (after probation);
- Health Insurance (after probation);
- Breakfast/lunch all week;
- Monthly snacks allowance;
- Training support;
- Modern office facilities;
- Exciting Company Events;
- Relocation package (if required).