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Customer Service Loyalty Agent - LATAM market
Our most valued players deserve an unparalleled level of service. Are you passionate about delivering exceptional customer experiences? Do you thrive in an environment where you can turn challenges into opportunities and elevate player satisfaction to new heights?
If so, we invite you to join our award-winning Customer Service Loyalty Team at Betsson Group, based in our stunning offices in Malta.
The OpportunityAs part of our exclusive Loyalty Team, you will be responsible for managing and enhancing relationships with our most esteemed Spanish-speaking players. Your mission will be to foster player loyalty, ensuring they receive the best possible experience on our platforms. With a strong commitment to excellence, you will play a pivotal role in maintaining Betsson's industry-leading standards of customer service.
This role also offers outstanding opportunities for career growth and professional development, allowing you to expand your expertise within the fast-paced and dynamic iGaming industry.
Key Responsibilities- Serve as a primary point of contact for high-value Spanish-speaking customers, delivering a first-class service experience via email, chat, and phone.
- Build and maintain strong relationships with VIP players, proactively addressing their needs and ensuring their continued engagement.
- Promote value-added services, campaign offers, and exclusive promotions tailored to our most loyal customers.
- Meet and exceed performance targets, including customer satisfaction metrics and engagement KPIs.
- Monitor player behaviour and proactively identify potential concerns, escalating matters to the relevant departments as necessary.
- Uphold company policies and best practices regarding player safety, responsible gaming, and fraud prevention.
- Provide detailed player insights to internal stakeholders, contributing to strategic initiatives that enhance the overall customer experience.
- Work collaboratively with cross-functional teams to continuously improve service offerings and ensure player satisfaction.
- Fluency in Spanish (native level) and English (both written and verbal).
- A proven track record in customer service and experience in the iGaming industry.
- Strong interpersonal and communication skills, with the ability to build rapport with high-value customers.
- Excellent organizational and multitasking abilities, with the capacity to prioritize tasks effectively.
- A proactive, problem-solving mindset and the ability to remain calm under pressure.
- High level of attention to detail and commitment to delivering top-tier customer support.
- Experience handling VIP or high-net-worth customers is a plus
- 28 Vacation Days Per Year
- Comprehensive relocation package (including flights, bonus, and accommodation)
- Hybrid Model
- Health & Life Insurance & access to a Company Doctor
- €400 Wellness/Travel Allowance
- €300 Working From Home Allowance
- Yoga & Sports Activities
- Complimentary lunch provided Monday-Friday
- Exclusive company discounts & events
- A dynamic, multicultural work environment driven by the Betsson Values
- Start Date: Every second week, with comprehensive training provided.
- Compensation: Competitive base salary + performance-based bonus scheme.
- Work Schedule: Shift-based to provide 24/7 player support.
- Location: Malta, St. Julian’s.
This is not a call centre role.
Challenge Accepted? By submitting your application, you understand that your personal data will be processed as set out in our Privacy PolicyFrom a single slot machine in 1963 to being listed on Nasdaq Stockholm and holding gaming licenses in 22 countries, Betsson has come a long way. Today, we are a multi-national company employing some 2,300 people from 70+ nationalities in 18 locations. Betsson AB's headquarters are in Stockholm, Sweden, but the operational headquarters are in Ta' Xbiex, Malta. We refer to the operational subsidiaries as "Betsson Group".
Betsson’s operational subsidiaries’ vision is to deliver the best customer experience in the industry. We offer casino, sportsbook and other games via gaming licences in several countries in Europe, South America, North America, and Central Asia. The business model is to offer gaming under 20+ brands, including Betsson, Betsafe, Nordicbet and Casinoeuro. The brands are operated on a proprietary platform, which is the core of the offer and the customer experience.
Being a responsible operator in relation to customers, suppliers, authorities, investors and other stakeholders is a cornerstone of our business. Betsson is a member of the European Gaming and Betting Association (EGBA), ESSA (Sports Betting Integrity) and G4 (The Global Gambling Guidance Group).
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