German Customer Support Agent
This iGaming company is looking for a German Customer Support Agent for their Malta-based operation. The candidate has to be able to communicate in English and passionate about offering excellent customer service to online players, current customers, and future online users. The German customer support agent in Malta will be responsible for handling customer contact through email or chat and will be helping the users during registration of a player account, answering questions or informing them about ongoing marketing promotions, popular casino bonuses, etc.
Building a professional and strong trusting relationship is so important because winning money is the main focus for casino players and sports gamblers. Would you let someone help you and keep playing on this online casino site if you don’t trust the customer support or the software?
German Customer Support Agent’s responsibilities
The German customer support agent in the Malta office should be passionate about customer service excellence through live chat, email, and phone calls. Other main responsibilities in this customer-centric role aiming to provide the best possible online player experience will be:
• Identify customer needs and help customers use specific features to enjoy casino bonuses, banking methods, or setting limits
• Always provide the correct and factual information using your knowledge, tools and information provided
• There can also be customer complaints, which you then have to process and accept objectively and informatively and then handle personally or escalate to the management
• Keep records of customer interactions, process customer accounts, and file documents in an organized and professional way
• Follow communication procedures, guidelines, and policies which have been by both company and the German regulative authorities including Responsible Gaming and AML
• Willing to give that certain extra effort every time to give the customer an optimal feeling in the conversation
• Test bugs reported by customers and reproduce them to confirm them and create a report for the respective tech department that fixes them to find a quick solution for it
• Keep internal database up to date with any technical issues and useful information from customers to stay up to date
• Share feature requests and effective workarounds with team members
• Inform customers about new features, promotions, and functionalities
• Liaise with the Payments and Risk & Fraud teams
• Assist in training German junior customer support agents
German Customer Support Agent’s requirements
To be successful as a German customer support agent in the iGaming industry in Malta, the ideal person should be an excellent communicator who’s able to earn the trust of customers and online users due to a positive attitude, basic product knowledge, and an interesting in pleasing people online. Solid communication skills and error-free grammar will always be important
• Meticulous, professional with certain attention to detail
• Native speaker of German with excellent grammar
• Communicative in written and spoken English
• Experience as a Customer Support Specialist or similar Customer facing role
• Familiarity with the iGaming industry is a plus
• Excellent communication skills and the ability to quickly identify and solve problems
• Multi-tasking abilities
• Professional and calm demeanor even in complicated cases which can be regarding Responsible Gaming, AML, or KYC
• Basic computer skills to work with backend systems and to be able to help customers with questions and problems
• Working independently and on your responsibility, but also as a member of a team to achieve a perfect result together
The salary is 25,000 Euro per annum, and the company will provide a relocation package and full training.
