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Customer Support Specialist - German

Job Description

Role Purpose:

Our client in Malta is looking for a Customer Support Agent in their organisation to be the 1st line Support for players wishing to contact the company with regards to various matters. These matters include Account queries, Bonus enquiries, Complaints, Promotions, Basic Technical support and other various troubleshooting needs.

Our client strive to be the best in Support and Customer care within the industry and we are looking for individuals who possess the same vision!

Why work in Malta?
There is no doubt that Malta is a popular and attractive destination for Scandinavians looking for the sun and the good life! And there's a lot of both for the one who moves to Malta! There are many advantages to living in Malta. Among other things, it is very easy to rent an apartment. Malta is also a very safe country, and according to Eurostat, Malta has only 0.3% criminal incidents per 1,000 inhabitants. Of course it's also hard to beat 300 days of sunshine a year! For people who love warmth, the Malta summer is almost perfect! English is also the official language of Malta, which means that one can integrate and easily understand other people. Also all health expenses in Malta are free and as long as you are employed in a company, you get full support if anything would happen to you! Pretty amazing!
Moving to Malta gives you the opportunity to experience both the city and the beach at the same time. Here you can wander around Valletta and experience the beautiful little streets, which remind you of Italian architecture at its best. At the same time you have many great swimming possibilities just a short bus ride away. If you like to shoppe Sliema instead! The beautiful city of Sliema is located along the coast with a view across the bay of Valletta, in the middle of Valletta and St. Julian's. Here are the bars of good cafes, restaurants, pubs and shopping. The best part is that all this is 14 minutes walk from your new workplace!

Requirements:

Native German and fluent English language skills (written and spoken)

Customer support experienced

Strong PC and internet skills

Very good problem-solving skills

Strong attention to detail

Strong team player

Good online attitude

Staff will be required to work shifts

 

 Key Responsibilities

Handle customer queries through Live Chat and email

Escalating to relevant departments and following up on the resolution

Working with multiple back offices, internal tools as well as engaging 3rd parties (Games providers) to ensure customer queries are answered and/or resolved in a timely and correct manner

Assisting customers encountering issues with processing payments (Credit Cards, Bank transfers, E-wallets, Paysafe)

Assisting customers with their KYC procedure - Also working closely with the Risk team in this matter

Working closely with the VIP, Marketing and Risk/Payments department

Crediting bonuses & Free spins

Upselling the Brands promotions

Retaining Customers who wish to close accounts

Actively engaging customers in the view to increase player activity

 

Further Information

They offer a friendly, dynamic work environment:

They believe that their employees are the main asset, so in addition to a competitive salary, also provide breakfast once a week, regular team events and other benefits that can include a pension scheme, holidays or anything else you fancy. 

This position is based in Malta and we are looking to recruit as soon as possible. 

Relocation package:

- flight (to be paid by the candidate and then reimbursed once they are on the job) plus two weeks accommodation!

Ref: German Malta 1

Location

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