NSUS Malta Ltd Job Board
Customer Service and Fraud Executive - German Speaking
St Julians, Malta, Malta .
full-time . November 29, 2022
Description
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 in terms of online gaming – are you interested in playing an important role in the evolution of the world’s most exciting 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 emails, live chats and directly on Social Media; 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
- Escalation: Provide a layer of escalation to the Customer Support team and the wider company for responsible gambling queries
- Interaction: Contacting customers to ensure that they are comfortable with their betting and gaming behaviour; paying attention to any signs or markers of harm
- Collaboration: Liaise with the wider Customer Relations Team on a regular basis to ensure that any concerning behaviours identified through contacts are reviewed and dealt with accordingly. You will also need to liaise with all the relevant stakeholders and collaborate where necessary
- 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, versatility and in a position to work in accordance with the demands of the business
- Attention to detail is greatly required
- Strong prioritisation, good decision-making skills, with 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
- Compassion is essential to this role
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!