Norwegian Customer Experience Agent in Malta

Reference: COMA

About Malta

With more than 300 days of sunshine, Malta is the ultimate dream place for vacation all year round. You can discover the underwater world close by one of the most stunning coastlines and enjoy the champagne and sunset on the cruise. Despite the charming landscape, the local commerce and nightlife are vibrant. You can always find a place to go, such as bars and festivals. 

About the job

We offer an array of casino gaming products, including live casinos, slots, poker, and odds on the world's favorite sports. From our website to our app, we offer a wide range of offers across sports and casinos specially designed to give you the best betting experience. As a customer experience agent, you will:

• Resolve customer queries via live chat and email.
• Take ownership of customer cases that cannot be resolved at the point of contact and see through to complete resolution.
• Communicate with 2nd line support team and payment providers to solve customer problems most efficiently.
• Approve customer withdrawals upon request from the player.
• Review of customer documentation and KYC checks on demand for various jurisdictions in line with policy.
• Contribute to team effort by achieving personal KPIs to support departmental SLA's.
• Provide insight into current customer feedback and help shape our systems, processes, and self-service outlets, such as our FAQs and Knowledgebase, both within customer service
• Ad hoc tasks required by the customer service management, such as analyzing customer contact trends and patterns and providing context.

Required qualifications

• Native level of Norwegian and English, both written and spoken
• Keen interest in sports & casino
• You have an analytical approach to solving problems and are quite a Sherlock when it comes to solving even more complex issues
• You don't mind waking up early for the morning shift
• Working on Sunday is no big deal for you, as you know you'll enjoy your day off in the middle of the week
• You have worked in a customer service setting, ideally answering customer queries via live chat and email, or at least in a face-to-face environment such as hospitality or retail
• Multitasking is your middle name, and you can retain a lot of information as well as the technical capacity to work with multiple systems
• You have a genuine drive to help others; you are a pro when it comes to communicating with customers
• You are eager to learn and contribute with ideas to make continuous improvements

What we offer

• Competitive salary and performance bonus
• Relocation package - Accommodation support for two weeks; Reimbursement of flight tickets in the first salary; Transportation support from airport to apartment
• Regular Team events
• Wellness Allowance
• Private healthcare
• Super cool office, hybrid office set up

Please submit your CV and Cover letter in English.

If you have any questions, feel free to get in contact with our recruiter!