Swedish Customer Service Representative (iGaming)

A well-established client of ours operating within the iGaming industry, is searching for a Swedish Customer Service Representative to join their Customer Service team. Reporting to the Customer Team Lead, the chosen candidate will handle customer communication in Swedish and English, serving as the first point of contact for them, assisting with any inquiries/issues accordingly.

Responsibilities:

• Answer and support customer facing communication in required languages, and translate emails, website information and other matters as requested.
• Provide accurate and timely information to customers.
• Resolve customer issues and complaints in a professional and efficient manner.
• Manage and maintain customer accounts and records.
• Research solutions to customer issues.
• Collaborate with other departments to resolve customer issues and improve processes.
• Use available tools and information resources to resolve problems.
• Develop an in-depth understanding of the Pinnacle Group website to investigate and resolve issues.
• Maintain up-to-date knowledge of the company's products, promotions, policies, and procedures.
• Ensure compliance with all regulatory requirements and industry standards.
• Escalate unresolved problems following established policies and procedures.
• Manage client accounts, including updating account notes.
• Research transaction discrepancies and take appropriate action.
• Monitor customer activity, assisting in identifying fraudulent activity or abuse.
• Amend or adjust transactions in customer accounts as needed or instructed.
• Maintain professionalism and adhere to company standards in all interactions.
• Assist with special Customer Service projects.
• Perform other duties as assigned.

The chosen candidate will be required to work on a 3-shift rotating schedule, from 0800hrs-1600hrs, 1000hrs-1800hrs, and 1400hrs-2200hrs., including weekends and holidays.  

• Fluency in both Swedish AND English is a must
• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Ability to multitask and prioritize workload
• Proficiency in Microsoft Office Suite
• Flexible and has the ability to quickly adjust to frequent process and information changes

• A Level Standard of Education
• Prior experience in a similar role or customer support is a must
• In addition to the above, prior experience within the Gambling/iGaming industry is highly desired
• Candidates who are already based in Malta will be given preference

• Private Health Insurance
• Employee Assistance Program
• Monthly Fitness Allowance
• Language Allowance