Job Description

Work in Malta as a Customer Support Agent – live where others vacation!

Our client doesn’t settle for ‘OK’. They strive to offer the best possible customer experience to their entire base of loyal customers. That means having best in class customer experience to be able to solve queries, enhance and exceed all expectations their players have. This isn’t your typical CS role, you will be taking things to the next level!

They are looking for passionate, people-centric individuals with great communication skills, to join their friendly, fun and creative team. Sounds like you? Read on...

You will become an expert on our clients sportsbook and casino brands and service. Directing your positive energy to all calls, chats and emails, assisting our clients customers with any queries they might have, daily. No day is the same in this role and that's what makes this role exciting.

Responsibilities:

• Resolve customer queries via calls, live chat and email
• Take ownership of customer cases that cannot be resolved at the point of contact and see through to full resolution
• Communicate directly with other teams and providers to solve customer problems in the most efficient way
• Approve customer withdrawals upon request from the player
• Process KYC and documentation, conduct any enhanced due diligence required
• Run daily security checks including reports on new customer accounts and payment transactions to protect the business from technical issues and abuse
• Contribute to team effort by achieving personal KPIs to support departmental SLAs
• Provide insight into current customer feedback and help shape our clients systems, processes and self-service outlets, such as their FAQs and Knowledgebase, both within CS and the wider Country Management
• Ad hoc tasks as required by the CS Management such as analysing customer contact trends and patterns, and providing context around these

Requirements

About You:

• Fluent knowledge of Finnish - both written and spoken
• A keen interest in sports and casino
• Analytical and problem-solving skills
• Able to adapt to shift work
• Customer service experience is considered a plus
• Able to multitask

Benefits

What’s in it for you?

• A competitive relocation package including a company bonus scheme.
• Fantastic quarterly team events and weekly company events.
• A one-time bonus to help you set up a comfortable workstation at home (our client is truly Hybrid).
• On top of our clients Hybrid work arrangement, up to 40 days a year to work fully remote from anywhere.
• Wellbeing allowance.
• A comprehensive, International Private Health Insurance.
• Breakfast at the office on Tuesdays.
• Lunch at the office on Mondays and Wednesdays.

The international experience

Working in iGaming means:

- Multicultural colleagues
- English-speaking work environment
- Modern digital industry
- Fast career learning curve
- A social, team-driven workplace

Development & Growth:

With our client, they are committed to your continuous growth. With the internal Academy Programme, you will have the opportunity to expand your knowledge in key areas such as escalations, fraud, compliance, commercial, and product. This programme is designed to foster your career development, providing you with the tools and insights needed to grow into a more versatile, well-rounded professional. Our client prioritises investing in your potential, helping you thrive in your current role while opening doors to more opportunities within their company.

Ready to take the leap?

Pack your suitcase, embrace the sunshine, and start your international career in Malta!