Our client is an innovative iGaming provider specialising in creating high-standard software and gaming experiences for their renowned flagship brand. As part of their successful growth, they are now seeking passionate, creative and dedicated individuals to fill the role of for the German Market.

Reporting directly to the Customer Service Manager, each Customer Service Executive is part of a team that liaises directly with players via email, phone and live chat to resolve their queries, acting as friendly and knowledgeable customer-facing ambassadors for their excellent brand. You will play pivotal role delivering the highest levels of service possible to future customers based in German.

Location: On-site, Malta.

Responsibilities:

As a German Speaking - Customer Service and Fraud Executive, your broad responsibilities will include but are not limited to:

• Support: Respond to emails, live chats and directly on Social Media; understand and follow various operational and regulatory processes, such as Know Your Customer (KYC), GDPR and account security best practices.
• Customer-oriented: You enjoy contact with customers and solving their problems.
• Monitoring: Monitor and maintain relevant risk triggers and act in accordance with policy and procedure; work closely with our Safer Gambling, Compliance, Marketing and CRM Teams when required.
• Recording: Ensure all actions are logged and accurately recorded for future reporting and/or audit needs.
• Escalation: Provide a layer of escalation to the Customer Support team and the wider company for responsible gambling queries.
• Interaction: Contacting customers to ensure that they are comfortable with their betting and gaming behaviour; paying attention to any signs or markers of harm.
• Collaboration: Liaise with the wider Customer Relations Team on a regular basis to ensure that any concerning behaviours identified through contacts are reviewed and dealt with accordingly. You will also need to liaise with all the relevant stakeholders and collaborate where necessary.
• Cooperation: Liaise regularly with the Customer Support Manager, the Responsible Gaming Team, the Compliance Manager and the Marketing Team.

Requirements:

• Fluent/native level German language skills (speaking, reading & writing).
• Excellent communication skills with fluent English.
• Experience in the field of online gaming and customer support can be advantageous.
• Flexibility, versatility and in a position to work in accordance with the demands of the business.
• Attention to detail is greatly required.
• Strong prioritisation, good decision-making skills, with ability to manage a high volume of tasks.
• Good relationship-building skills.
• Display knowledge/understanding of German regulations along with any other relevant regulatory bodies’ regulations.
• Compassion is essential to this role.
• Enthusiastic for team-working and passion for online gaming.

Additionally, we offer:

• Health & Dental Insurance
• Paid parking
• Wellness benefits (after completing probation)
• Development allowance/year (after completing probation)
• Regular company events
• Food and snacks at the office
  
• Performance bonus (after completing probation)