Customer Service

6 days ago

St Julians Malta Malta fulltime June NSUS Malta Full time
Who are we?   From our humble beginnings, we have grown to a group of over 400 people spanning the globe from our headquarters in Canada to our offices in Malta, Dublin, Manila and Seoul.
Specializing in gaming tech and marketing, NSUS has been an integral part of the launch of several highly successful ventures, such as GGPoker, which is now the World's Largest Poker Room
We are perpetually on the lookout for passionate, creative, and dedicated people..
We are seeking a number of ambitious Customer Service & Fraud Executives - German Market to join our team in St. Julian's, Malta.
The successful German-speaking candidates will be important members of the Customer Service team, focused on delivering the highest levels of service possible to future GGPoker customers based in Germany.
Reporting directly to the Customer Service Manager, each Customer Service Executive is part of a team that liaises directly with players via email to resolve their queries, acting as friendly and knowledgeable customer-facing ambassadors for the GGPoker brand.
We believe we're bringing something exciting and new to the table regarding online gaming – are you interested in playing an essential role in the evolution of the world's most thrilling card game, casino game, and sports betting products? You don't need to be the Cincinnati Kid to join us, but someone with at least one year of customer support experience in the online gaming sector, matched with an ability to knuckle down and get the work done, will fit right in.
Objectives:
  • Support: Respond to email, 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
  • Collaboration: Liaise with the global Customer Relations Team and Management on a regular basis to ensure quality and consistency when handling customer queries 
  • Cooperation: Liaise regularly with the Customer Support Manager, the Responsible Gaming Team, the Compliance Manager, and the Marketing Team.

 Key Skills:
  • Fluent/native level German language skills (speaking, reading & writing)
  • Excellent communication skills with fluent English
  • Flexibility and versatility in a position to work by the demands of the business
  • Great attention to detail
  • Strong prioritization, good decision-making skills, and the 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
  Nice to have:
  • Experience in the field of online gaming, customer support, and poker can be advantageous.
  • A passion for online gaming, including poker and sports betting (or at the very least be interested to learn about them), and knowledge of the online gaming industry
  • An interest in being part of a friendly and enthusiastic team

The role is shift-based (8 am-1 am), including weekends and public holidays, on a rotation basis.

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