Customer Support Agents (Night Shifts) - Gambling jobs in Malta - March 2024
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Customer Support Agents (Night Shifts)

Colebrooke Limited , Central Malta

Published on 16 Nov 2021

Expired on 16 Dec 2021


Vittoria Services is looking to recruit Customer Support Agents (Night Shifts) to join their team on a full-time basis. We believe in providing an excellent, efficient, and high-level customer service experience to our players/customers. Customer Service 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.

Start Date:
  • January 17th, 2022 (10 pm - 7 am - subject to change according to business needs).

Job Purpose:
As a Customer Support Agent (Night Shifts) 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 (CS), Racebook, Casino, and Poker inquiries in a professional manner;
  • Strive for first contact resolution for Sports (CS), Racebook, Casino, Customer Service, and Poker inquiries;
  • Offer exceptional and proactive Customer Service, which exceeds all customer/player expectations and seize opportunities to upsell products including Bitcoin when they arise;
  • Provide helpful Customer Service 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 Champion’s 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.

Other Information:
Currently, our employee benefits comprise of the following :
  • Great location at Spinola Bay with multiple amenities (Food Court, Coffee Bar, Bakery, Stationary, Supermarket, etc)
  • Competitive compensation
  • Local + Global Recognition Schemes with awards and prizes
  • Discount card with on-site food court Carob Tree
  • Private Health Insurance with preventative care (eye + dental) after 3 months of service
  • Fruit basket
  • Tea biscuits
  • Thirsty Thursdays
  • Corporate Gym Membership rate with Cynergi
  • On-site Spinola Park Gym (awaiting opening)
  • External training and study policy
  • Training and other Events to support career management
  • Celebrations (Super Bowl, Women’s Day, etc.)
  • Employee Gifts (i.e. Birthday present, Christmas Hamper)
  • Childcare Centre
  • Suggestion Box
  • Library
  • Company-sponsored car parking (temporarily only available for staff coming to the office)
  • Bitcoin Programme
  • Team Building Events
  • Company Paternity leave of 2 weeks
  • This position is remunerated with EUR 23,930K per annum and pro-rated.
  • Schedule: Monday – Sunday with 2 days off (not necessarily consecutive days off; shifting schedules). 


salary
€23,930 / year
Salary
time
Full Time
Job Type
experience
Entry (0-12 months), Intermediate (1-3 years)
Experience Level
category
Gambling
Category

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