Job Details

Job
Location
Swedish Customer Support - Malta
Job ID: 7340
Job Type:
Region:
Permanent
Malta

Job description:

The Customer Service Team will be assisting players with registration, game play, technical, and other queries they might have. As a Customer Service Agent you will be a front-liner of the company, supporting our clients players currently through online chats and emails.

 

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.

· Work 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 the CS team, 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 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 is considered an asset.

· Ability to multi-task, prioritize, think on his/her feet and effectively manage time.

· Flexible working times, including evenings and weekends.