BettingJobs is working with one of the largest German land-based operators seeking a Spanish Customer Service Agent for their online Spanish site, offering slots, roulette and live casino. The role is based in Malta. The growing Spanish Customer Service team is dealing next to customer queries also with the verification of
players as well as selected risk related tasks.
Purpose of the role:
Reporting to the Head of CS, the Customer Support Agent ensures to deliver excellent customer service by displaying outstanding product knowledge and problem-solving skills to the player.
Duties include but are not limited to (main responsibilities):
Customer communication
• Liaising directly with players primarily via live chat and by email to answer their
questions and resolve their queries
• Always providing fast, accurate, thorough, professional and friendly responses
• Ensure that more complex customer issues are followed up and resolved in a timely
manner
• Provide technical support to customers by efficient trouble shooting and escalation of
reoccurring issues to the relevant departments
Additional responsibilities:
Risk, Fraud and KYC
• Verification (CDD) of players according to GDPR principles
• Performing of checks on customers withdrawals according to on risk levels
• Determination of fraudulent activity and acting according to internal agreed procedures
• Appropriate investigation of risk and AML alerts
Responsible gambling
• Assist players with queries about responsible gambling and suggest appropriate
measures
• Review player limits and transaction behavior
Requirements/ essential criteria:
• Full eligibility to work in Malta
• Excellent verbal and written Spanish and English
• Excellent typing skills – speed and accuracy &
computer literacy
• Excellent interpersonal skills, with the ability to deal
effectively and professionally with difficult customers
• A proven team player with a can-do attitude
• Flexible approach to working in a dynamic and often
hectic environment, able to multitask
• High level of customer service orientation, with a
proven ability to see problems through to their
resolution
• Ability to work shifts
Desirable criteria:
• Customer service, Risk or Payments experience
• I-gaming experience
