Customer Service Agent:
- Aid our clients Flemish/Dutch and English-speaking customers with any required assistance.
- Communicate with customers via online chat, email, and telephone.
- Ensure high-quality service by assessing, troubleshooting, and escalating issues according to internal processes and procedures.
- Meet quarterly qualitative and quantitative personal and team targets.
- Conduct fraud, risk, affordability, and KYC checks to ensure optimized customer protection.
- Help ensure that customers bet responsibly.
- Make outbound calls for informative purposes, fraud, risk, and KYC checks.
- Assist the team with Responsible Gaming (RG) risk interventions as required by the RG Analyst.
- Monitor and analyze customer behavior to identify possible signs of problematic gambling and potential risks.
- Act as the primary point of contact for players seeking information or assistance related to responsible gaming practices.
- Engage with players in a supportive and empathetic manner to address their concerns and provide guidance.
- Utilize available tools and systems to detect patterns and intervene when necessary.
- Educate customers on responsible gambling practices and support those seeking assistance with self-exclusion or limits.
- Act as a resource for customers, offering information and guidance on responsible gaming initiatives.
- Document solutions comprehensively and communicate effectively to both internal teams and customers.
- Native fluency in Flemish/Dutch, both written and spoken.
- Business proficiency in English is necessary.
- Attentive to customer expectations and committed to ensuring their satisfaction with all interactions with our client.
- Empathy, understanding, and excellent communication skills.
- Dynamic, proactive, and passionate about staying updated on industry trends and developments.
- Relevant experience and/or knowledge in Responsible Gaming, Customer Service, or a related field is a plus.
- Strong technical aptitude and ability to troubleshoot complex issues.
- Ability to work collaboratively across departments to achieve common goals.
- Capable of understanding and fulfilling customer needs.
- Team player who is also comfortable working independently.
- Ability to set priorities effectively.
- Working with a greatteam where collaboration, support and learning are our clients driving force.
- Working within a dynamic and fast paced industry.
- Competitive remuneration package and relocation support to Malta is available.
- Hybrid structure with the option to work remotely once a week.
- Healthcare plan.
- On the job training by skilled people who have sound experience in the industry.
- Multiple company events throughout the year, and fun team building events.
- Dedicated time for training through online platforms.
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