Dutch-speaking Customer Support Agent for iGaming client in Malta

Founded in 2008, our client is a leading global player in the rapidly growing iGaming market. Having launched its first online brand in 2010, our client is running a wide range of exciting brands across multiple markets. Managing a multi-brand portfolio on its proprietary platform, offering a secure, innovative, and entertainment-driven player experience in both casino and sports. Or client is an international employer within the iGaming industry and has over 500 talented employees across 7 main locations.

Location: St. Julian’s, Malta (Hybrid)

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.

Don’t you hate it when it’s tough to get a straight answer? So does our client! And that's the reason why you as their Customer Service Star, will be a one stop shop for all service, account and payments related needs of their players.

Sharing your ideas to keep improving our clients system, and making sure they stay on top of the game is important to them, so providing valuable feedback to Team Leaders and Country Managers and keeping the Knowledge base fresh is a significant part of your role.

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 Dutch- 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

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.

So what can you expect from our client as a place of work?

• 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.