Vacant job

Our client is a leading global player in the rapidly growing iGaming market. After launching their first online brand in 2010, our client operates a wide range of exciting brands across multiple markets. They manage a multi-brand portfolio on their own platform and offer a secure, innovative, and entertainment-driven gaming experience in both casino and sports. Our client is an international employer within the iGaming industry and has over 500 talented employees across 7 headquarters.

Location: Malta (Hybrid)

Our client does not settle for "OK". They strive to provide the best possible customer experience to their entire loyal customer base. This means having the best possible customer experience to resolve inquiries, improve, and exceed all expectations their players may have. This is not your typical CS role; you will take things to the next level!

They are looking for passionate, people-centered individuals with good communication skills to join their friendly, fun, and creative team. Does this sound like you? Read on...

You will become an expert in our client's sportsbook and casino brands and their service. You will direct your positive energy to all calls, chats, and emails, helping our clients' customers with any inquiries they may have daily. No day is the same in this role, and that is what makes this role exciting.

Don't you hate when it's hard to get a clear answer? Neither does our client! And that’s why you, as their Customer Service Star, will be a one-stop shop for all service, account, and payment-related needs for their players.

Sharing your ideas to continue improving our client's systems and ensuring they stay on top of their game is important to them, so providing valuable feedback to Team Leaders and Country Managers and keeping the Knowledge Base updated is a significant part of your role.

Responsibilities:

• Resolve customer inquiries via calls, live chat, and email
• Take responsibility for customer cases that cannot be resolved at first contact and ensure they are fully resolved
• Communicate directly with other teams and suppliers to resolve customer issues in the most effective way
• Approve customer withdrawals upon player request
• Process KYC and documentation, conducting any enhanced due diligence
• Conduct daily security checks including reports on new customer accounts and payment transactions to protect the company from technical issues and abuse
• Contribute to the team's efforts by achieving personal KPIs to support the department's SLA
• Provide insights on current customer feedback and help shape our client's systems, processes, and self-service options, such as their FAQ and Knowledgebase, both within CS and the broader Country Management
• Ad hoc tasks required by CS Management, such as analyzing customer contact trends and patterns, and providing context to these

About you:

• Fluent in Swedish – both written and spoken
• A strong interest in sports and casino
• Analytical and problem-solving skills
• Ability to adapt to shift work
• Experience in customer service is a plus
• Ability to multitask

Development and Growth:

At our client, they are committed to your continuous development. Through the internal Academy Program, you will have the opportunity to expand your knowledge in key areas such as escalations, fraud, compliance, commercial issues, and product. This program is designed to promote your career development and provide you with the tools and insights needed to grow into a more versatile and well-rounded professional. Our client prioritizes investing in your potential, helping you thrive in your current role while opening doors to more opportunities within the company.

So what can you expect from our client as a workplace?

• A competitive relocation package including a bonus program!
• Fantastic quarterly team activities and weekly company events.
• A one-time bonus to help you set up a comfortable workstation at home (our client is truly Hybrid!)
• In addition to our client's Hybrid work arrangement, up to 40 days per year to work fully remotely from anywhere.
• Wellness reimbursement.
• An internationally comprehensive private health insurance.
• Breakfast at the office on Tuesdays.
• Lunch at the office on Mondays and Wednesdays.