English Customer Support Agent (Night Shift)

Job Description

Aristocrat in Malta is currently looking to recruit an English Customer Support Agent (Night Shift) to join their client's team on a full-time basis.

Overview:
Aristocrat Interactive is looking for a motivated English Customer Support Agent!

What You'll Do:

• Handle incoming customer inquiries, email & live chat with professionalism and empathy
• Troubleshoot and resolve customer issues effectively and efficiently, aiming for first-contact resolution whenever possible
• Accurately document customer interactions, feedback, and resolutions in our CRM system
• Work closely with other departments to address complex issues and escalate as needed
• Collect and relay customer feedback to help improve our products/services and overall customer experience
• Stay up to date with industry trends, game updates, and company policies to provide informed assistance
• Ensure all interactions comply with company policies, procedures, and quality standards

What We're Looking For:

• This role will predominantly be night shift 19:45 – 05:15 am CET however other shift variables may be required from time to time such as 14:45 – 23:45 CET to cover sickness/Vacation
• Minimum 1-year experience in a customer service-related role (iGaming experience would be considered an asset but is not a requirement)
• Excellent English communication skills, in both written and verbal (C1)
• Obtain analytical skills with the ability to troubleshoot and resolve issues effectively
• Demonstrates a passion for delivering outstanding customer service and maintaining a positive attitude
• Ability to handle a high volume of inquiries and remain calm under pressure whilst showcasing precision & attention to detail
• Strong ability to listen and understand customer needs
• The ability to communicate in a professional and friendly manner, with excellent interpersonal skills
• Strong problem-solving skills and the ability to handle challenging queries with patience and empathy.

Travel Expectations:
None

Company Summary Aristocrat Interactive:
Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX: ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together.  The business is an industry leader in content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value-added services across iLottery, iGaming and Online Sports Betting (OSB).

About Aristocrat:
Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values:

• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen.