German speaking Customer Service Agent to Malta

Job Description

One of the world leading iGaming clients in Malta are looking for German Customer Support agents. The office is in the central parts of Malta with an amazing sea view office! 

Location: Malta - Salary: €24k - Start date - ASAP

As a Customer Service Agent you will play a key role in our mission to offer customers the best gambling experience ever. You'll be one of over 200 agents across Malta and Gibraltar who individually support the customers of our 11 brands in their native languages. Working daytime shifts, any 5 days a week, you will be part of a close-knit team of 10-20 people. Your technical knowledge and excellent communications skills, both written and verbal, will contribute to your success.

We provide a two-week training program including systems and product modules, plus ongoing support so that you can provide the best possible support.

This vacancy is based in Malta and offers a big network of international people and great career opportunities in an online gambling environment.

What you will do

• Support your colleagues and contribute to a great team atmosphere
• Deliver native language (German) customer support across LiveChat (70%), email and telephone
• Guide customers through the desktop and/or mobile devices to assist them in using our services and products
• Help to resolve customer queries
• Share knowledge, contribute to team projects and identify innovative practices that improve customer support activities
• Work closely with other departments like Player Safety, Responsible Gambling and CRM to ensure a positive and safe gambling experience
• Speak on behalf of customers by providing useful feedback on their experiences
• Handle both written and verbal internal communications in English 

How will success be measured in this role

• Customer satisfaction scores
• Contact quality (demonstrating empathy, reaching resolution, strong communication and friendliness)
• Number of contacts handled
• Product knowledge
• Team contribution and extra tasks
• Regular performance reviews with your line manager
• Acting in line with our values
• Successful completion of all relevant training and other compliance activities that support our sustainable and responsible growth

Your experience

• Excellent, responsible and reliable team player
• Experience of complex problem solving
• Ability to multi-task in a fast-paced environment
• Fluency in German and English is essential
• Good understanding of basic internet and technical concepts
• Ideally one year's experience in a customer support environment

Offer

• Full-time job with rotating shifts (no night shifts)
• Fixed and a competitive monthly salary
• Relocation support including paid flights and 14 days accommodation when moving from abroad to Malta
• Amazing office with big windows right by the sea
• Rockstar colleagues
• Health insurance
• Yearly wellbeing allowance
• Free breakfast/dinner (when you are at work)
• Social events, Summer party/Christmas party etc.
• and more!

Ref: GerMalta