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German speaking CRM Agent

Job Description



The CRM Agent’s main focus is to support and actively drive the achievement of superior customer experiences, whereby building and improving customer value, satisfaction & loyalty, through direct customer interaction and companywide engagement in customer experience focused improvements and innovations.


The CRM Agent will pro-actively engage with customers for the purpose of extending the depth & breathe of our customer relations and to actively identify and/or support, solve and prevent poor customer experiences.


The CRM Agent is authorized to receive and handle customer due diligence documentation.


Key objectives and responsibilities:

  • Nurture and maintain player relationships through pro-active engagement via phone, e-mail and live chat
  • Active pursuit and sharing of customer knowledge
  • To support and leverage our CRM infrastructure
  • Partake in the planning of customer engagement initiatives
  • Facilitate resolutions to customer queries and issues brought forward while actively striving to achieve a “one correct answer” across all channels
  • Assist in the alignment of campaigns/promotions across all customer touch points allocated for each campaign/promotion
  • Receive, handle and translate customer KYC documents
  • Implement everyday improvement
  • Be the point of contact towards the Hong Kong office
  • Participate in quarterly assessments whereby various projects will be discussed and assigned


Essential skills and experiences relevant to the role:

  • Native level of spoken and written German
  • Able to write content in a creative and catching manner
  • Has worked in a Finnish environment and knows how to approach Finnish clients, etc in writing
  • Basic knowledge of Microsoft Word and Excel


Desirable skills and experiences relevant to the role:

  • Fluent in English



  • Outstanding interpersonal skills and the ability to establish positive relationships with employees at all levels of the business as well as external partners
  • Resilient, approachable with the ability to work successfully in a dynamic, fast paced environment
  • Ability to operate as a team player, with a flexible and positive attitude
  • Always operates with the highest levels of honesty, integrity and fidelity, acting in the best interest of the business at all times
  • Ability to work to tight deadlines, effectively prioritize and deliver to a high standard whilst under pressure





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