Here at Greentube Malta we are always on the lookout for the best talent out there and we're now on the hunt for a Customer Service Agent to join our UK Market team! If you're a people person and understand the importance of providing excellent customer service, this might be just the perfect role for you.

Sounds interesting? We want to hear from you!

Your tasks

Respond promptly to incoming communication with a high level of service ensuring player satisfaction, and handling of all general enquiries
Assist players through email, live chat and inbound phone calls
Provide our players with the best level of service
Provide technical support with common problems such as cookies, browsers and updates
Report player issues to the team leader and relevant internal departments where applicable
Acquire a good understanding and knowledge of our products, including slot games, sports betting, casino, live casino
Provide explanations to players about our product/site/policies
Keep up to date with new information/procedures
Support and guide players with all requests and escalating and following up where necessary
Respond to player comments on our social media channels
Ensure quality assurance, KPI's and SLA's are met
Work with a dynamic team, for a support office open 365 days per year (Work is scheduled on a shift basis including weekends and public holidays)

Your profile

Native level of English, both written and spoken
Previous experience in Customer Support, Customer Service, or a similar customer-facing role is preferred
Excellent verbal and written communication skills
A customer-focused and empathetic approach, with the ability to understand and respond to customer needs professionally
Strong problem-solving and decision-making skills, with the ability to handle customer queries efficiently
Ability to remain calm, professional and solution-oriented when dealing with challenging situations
Good attention to detail and ability to follow established procedures and guidelines
Comfortable working with computer systems and multiple tools/platforms simultaneously
Ability to work effectively both independently and as part of a team
Strong organisational skills and the ability to manage multiple customer interactions while maintaining a high standard of service
Willingness to work according to the required shift schedule, including weekends where applicable
Previous experience within iGaming, online gaming, or a regulated industry is considered an advantage
A positive, proactive and reliable attitude with a genuine interest in helping customers

Our offer

Hybrid Work Model - Enjoy a thoughtfully designed hybrid work model that offers flexibility while encouraging meaningful in-office collaboration, connection, and team engagement.
€1,500 Annual Personal Development & Training Package - Grow your career with a dedicated personal development budget and access to specialized training programs. At Greentube Malta, we provide the tools, knowledge, and support to help you achieve your professional goals.
€300 Wellness & Home Office Allowance - Invest in what helps you feel and work your best. Whether that's gym memberships, fitness classes or equipment, or lifestyle-focused options like prescription glasses, noise-cancelling earplugs, or relaxing spa massages.
Comprehensive Private Health Insurance - Stay covered with comprehensive private health insurance, including dental care and regular eye check-ups, giving you peace of mind and support for your overall well-being.
Weekly Office Lunch & Kitchen Perks - Enjoy a complimentary weekly office lunch with your teammates, plus access to fully stocked kitchens on both floors with fresh fruit, snacks, drinks, and everything you need to prepare fresh meals. It's the perfect way to connect, recharge, and share moments together at the office.
Exciting Company Events & Team Building - Regular team-building activities and twice-yearly company events bring us together. From Bingo & Bubbles, Karaoke, FIFA, and board games to high-energy summer events filled with sunshine, great food, fun challenges, and unforgettable moments with the team.
Mental Health Support - Your well-being comes first. Receive vouchers for up to 6 sessions per year with one of Malta's top counseling centres, covering individual, couples, family therapy, or even child-minding support.
On-Site Parking - Enjoy the convenience of dedicated on-site parking at our office. No stress, no searching, just drive in and get started with your day!

About Greentube Malta

Greentube GmbH, the global interactive unit of NOVOMATIC, is a leading developer and supplier of iGaming solutions. Greentube is a wholly-owned subsidiary of the NOVOMATIC Group, one of the biggest producers and operators of gaming technologies and one of the largest integrated gaming companies in the world. Greentube's industry leading omni-channel technology allows the convergence of online, mobile and land-based games. The well-diversified product portfolio includes Classic Slots, Table Games, Live Dealer Gaming, AWP Reloaded Slots, Server-Based Gaming, Social Casino Gaming, Bingo and more.

Since 2006, Greentube Malta has been operating as a frontrunner in the online gaming world. At the core of its business is innovation, high-quality features, speed and a flawless user experience. As Greentube's biggest subsidiary, our Malta office benefits from all the advantages the island has to offer: stability, a highly-skilled work force, a reputable regulatory framework, low costs, and strict approach to responsible gaming. The country's regulatory bodies have set benchmarks in the gaming industry.

Greentube Malta Limited

Birkirkara, Malta

Pippa Attard
Senior Talent Acquisition Specialist

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Customer Support Agent - UK Market

Job Description