Customer Service Agent

The Role

As a Malta-based Customer Service Agent, you'll be the first point of contact for our players, providing friendly, professional, and efficient support across multiple channels. You'll play an important role in creating a positive customer experience by resolving queries, assisting with account-related matters, and ensuring every interaction reflects our commitment to outstanding service. Excellent English communication skills are required, both written and spoken.

You'll join a growing and successful team in a fast-paced environment. The role includes weekend coverage. While the position does not currently involve shift work, this may be introduced in the future as our customer support operations continue to grow.

Your Responsibilities

Your tasks will include, but are not limited to:

• Handling customer enquiries via live chat and email.
• Providing accurate information about our products, services, promotions, and policies.
• Troubleshooting customer issues and escalating complex cases when necessary.
• Assisting customers with account-related enquiries, including KYC document guidance and verification support.
• Monitoring and responding to customer reviews and feedback.
• Collaborating with internal teams to resolve customer issues efficiently.
• Identifying opportunities to improve the customer experience and internal processes.
• Assisting in creating and maintaining FAQs and customer service documentation.
• Keeping up to date with company products, promotions, and industry developments.
• Maintaining a high standard of professionalism and customer care in every interaction.
• Assisting other departments with various tasks and projects as needed.

Benefits

• Health insurance.
• Laptop and all necessary equipment provided.
• Competitive salary with opportunities for professional growth.
• Personal development and career advancement opportunities.
• A supportive team environment with motivated and friendly colleagues.
• Chance to work and develop with the latest AI tools.
• Regular team-building events and social activities.
• Thursday lunch, free drinks and snacks, and breakfast provided by the company.