Customer Experience Specialist

1 day ago

Saint Julian's, Saint Julian, Malta ComeOn Group Full time

At ComeOn, we take the Customer Experience beyond just customer service We're looking for friendly, people-focused individuals to join our team. If you're a great communicator who enjoys solving problems and making someone's day better, we'd love to hear from you.

As a Customer Experience Specialist, you are the bridge between frontline support and our technical teams. You will go beyond the standard support to resolve complex customer issues with precision, delivering top-notch service and ensuring customer satisfaction every time.

Location: St. Julian's, Malta (Hybrid)

You're a great match for this role if you:

  • Have a minimum of 12 months of experience in Online Customer Support (iGaming, Fintech etc.) 
  • Have a "detective" mindset with a high attention to detail.
  • Are a collaborative contributor who flourishes within teams and elevates those around them
  • Speak and write fluently in English
  • Speaking and writing fluently in Dutch, Swedish, Norwegian, Finnish, Danish, or Polish is seen as a plus 
  • Enjoy multitasking and have strong problem-solving skills
  • Are comfortable working shifts (with a possibility of night shifts)
  • Have an interest in using AI tools to boost efficiency

What You'll Be Doing

  • Provide professional, empathetic, and efficient solutions to players via live chat, email, and outbound/inbound calls.
  • Review and process player withdrawal requests, ensuring accuracy and adherence to established processing timelines.
  • Meticulously review player identification documents to verify accounts, detect potential fraud, and ensure compliance with regulatory standards.
  • Act as the first point for escalated queries that go beyond standard procedure, ensuring first-time resolution.
  • Supporting newer agents with tricky questions and providing guidance.
  • Become the point of contact for specific brand features or localized market requirements.
  • Identify recurring player pain points and suggest updates to our internal Knowledge Base or AI tools.
  • Willingness to take on relevant ad hoc tasks as needed

Learn and Grow with Us

Through the ComeOn Academy, you'll get access to ongoing training, personal development opportunities, and support to help you grow your career within the company.

What's In It for You?

  • We value a well-rested team. This role has a structured, pre-planned shift rotation, ensuring work-life balance and easy personal planning.
  • Competitive salary + bonus scheme
  • Hybrid working model with flexibility between home and office
  • One-time bonus to help you set up your home workspace (we are truly hybrid)
  • Work remotely for up to 40 days per year from anywhere in the world
  • Private health insurance and a flexible wellbeing allowance for initiatives that support your wellbeing.
  • Complimentary breakfast and lunch on select days, as well as great in-office events happening throughout the week.
  • Fun quarterly team events and social gatherings

A Bit About ComeOn Group

We're a global iGaming business, home to a portfolio of exciting casino and sportsbook brands across various international markets. With 500+ talented employees across 7 locations, we're committed to creating safe, innovative, and fun experiences for our players.

We're proud to be a diverse team and an equal opportunity employer. All applications are considered fairly and with respect.

Want to know more about us? Just visit our website or any of our social media channels to take a deep dive into our culture

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