Job Details

Job
Location
Swedish Customer Support - Malta
Job ID: 6920
Job Type:
Region:
Permanent
Malta

Job description: Our client is looking for a Customer Service Agent to join their team. You will be a front-liner of the company, supporting their players currently through online chat and any other channel introduced by the business in the future.
 
Responsibilities:
 
  • Efficiently manage incoming customer service inquiries through chat and other channels, delivering a high standard and contributing towards an excellent customer experience.
  • Provide accurate, valid and complete information by using the right methods and tools
  • Handle customer complaints provide appropriate solutions and alternatives within an adequate time frame; following up to ensure resolution and keeping within the SLAs.
  • Contribute towards the departments objectives to increase the accuracy, efficiency and responsiveness of the customer service team as a whole.
  • Works towards hitting and exceeding personal and business targets.
  • Follow communication procedures, guidelines and policies implied by the business.
  • Build rapport with customers through open and interactive communication.
  • Share customer feedback with HOO, Tech team and relevant teams to contribute towards the development of new products and services.
  • Understand the importance of social responsibility and act in the best interest of players with gambling concerns or problems by following the company’s Responsible Gambling procedures.
  • Comply with legal requirements, industry regulations, internal policies and professional codes.
 
Requirements
 
  • Strong customer focus be a customer advocate.
  • Excellent verbal and written Swedish (native) and English language skills.
  • Good communication skills, including soft skills.
  • Reliable and ethical, respecting customers’ concerns and confidentiality.
  • Organised and methodical, with good attention to detail.
  • Ability to adapt and work with different personalities.
  • Computer / IT literate, and familiar with CRM systems.
  • Knowledge of the i-gaming industry.
  • Ability to multi-task, prioritize, think on his/her feet and effectively manage time.
  • Flexible working, including evenings and weekends.
  • Adaptable to a range of activities in any given day.
 
Personal Characteristics
  • Non-biased, respectful and emphatic towards fellow colleagues and customers.
  • Flexible and a team player, able to adapt to a growing and dynamic environment.
  • Responsible, mature, patient, motivated to succeed and open to change.
  • Able to think analytically and apply diligence to resolving customer queries.
  • Positive attitude towards work.
 
For more information and to apply, please send your cv to sarahb@bettingconnections.com