Customer Support Agents

We at Vittoria Services are looking to recruit Customer Support Agents to join our team on a full-time basis. We believe in providing an excellent, efficient, and high-level customer service experience to our players/customers. Customer support handles all customer contacts through calls, emails, and web chats. A multi-skilled agent is one that is able to effectively cope in an ever-changing environment. Such a CSR offers an essential, value-adding service that aims to provide the first-call resolution to our players/customers and continue to add value and exceptional customer service.

*Candidates applying must either have the right to work in Malta (EU/EEA/Swiss) or possess a valid work permit to date - a change of employer application process can be assisted.

Start Date:

November 4th 2024 (tentative start date)

7am-4pm (subject to change according to business needs).

Job Purpose:

As a Customer Support Agent you should be able to effectively cope in an ever-changing environment while providing fast, efficient customer service. Such a CSR offers an essential, value-adding service that aims to provide first contact resolution to our customers both quickly and at a high level of quality.

Key Role Responsibilities:

• Answer inbound calls, emails, and web chats related to Sports, Racebook, Casino, and Poker inquiries in a professional manner;
• Strive for first contact resolution for Sports, Racebook, Casino, Customer Service, and Poker inquiries;
• Offer exceptional and proactive Customer support, which exceeds all customer/player expectations and seize opportunities to upsell products including Bitcoin when they arise;
• Provide helpful Customer Support by identifying customer needs, resolving customer concerns, and processing customer transactions including deposits and withdrawals;
• Be knowledgeable in all necessary areas regarding the business and its products;
• Ensure phones are logged in and respond in a timely manner to email and chat inquiries according to internal procedures and policies;
• Ability to liaise with other departments to address customer/player’s inquiries (i.e., BTC, Fraud and Financial Services);
• Can quickly identify and report any technical issues relating to system issues and errors to the appropriate team;
• Perform additional duties and project work as assigned.

Key Personal Capabilities:

• Candidate must have a sound knowledge of Sports; knowledge of the wider gaming industry will be considered an asset;
• Has at a minimum of basic knowledge of internet troubleshooting;
• Passionate about adding value to a customer’s experience and interaction;
• Excellent telephone, email, and web chat etiquette with strong verbal and written communication skills;
• Continue to attend training / upskilling sessions to improve product specific and systems knowledge;
• Has basic troubleshooting and Multitasking skills;
• Able to portray a professional and positive attitude and can live up to our Company values;
• Be a strong team player who can motivate and drive team success;
• Can demonstrate flexibility and reliability in shifting schedules;
• Savvy in the use of Microsoft and Mobile applications;
• Dedication and enthusiasm;
• Strong command of English.

Currently, our employee benefits comprise of the following :

• Great location at Spinola Bay
• Competitive compensation
• On-site and off-site events 
• Local + Global Recognition Schemes with awards & prizes
• Pay for Performance (P4P) / Discretionary increase/bonus
• Health Insurance with preventative care (eye+dental)
• Fruit basket
• Tea biscuits
• On-site Spinola Park Gym 
• Training and other Events to support your career
• Discount card with on-site foodcourt Carob Tree
• Close-by Childcare Centre
• Suggestion Box – let us know what you think!
• Library (bring & share)
• Company sponsored car park
• Cash and/or Prize Competitions!
• Team Building Events 
• Birthday Surprise Gift
• Discretionary Christmas gifts
• Wellbeing Policy
• Relaxation room
• Fun Thirsty Thursdays

This position is remunerated with €26,779.00 per annum and pro-rated.

Schedule: Monday – Sunday with 2 days off (not necessarily consecutive days off; shifting schedules).