Position Overview

As a Customer Experience Advisor, you will be responsible for managing questions, comments, and complaints related to our online casino operations. Your primary objective is to ensure positive customer interactions, fostering strong relationships. You will adhere to communication procedures, guidelines, and policies and go the extra mile to actively engage with customers. You will be the frontliner for prestigious brands such as National Lottery, the online operations, IZIBET, and the Dragonara Casino.

Responsibilities

Communicating with customers professionally, both in writing and verbally.
Demonstrating respect, personal accountability, and the ability to handle high-pressure situations.
Building and maintaining relationships with both new and existing customers to establish trust and loyalty.
Listening and understanding customer needs to enhance their experience and ensure customer retention.
Identifying and reporting areas for improvement based on company procedures.
Providing feedback to Marketing, Product, and Tech teams to help improve the platform from a customer-centric perspective.
Assisting customers with inquiries and ongoing marketing campaigns.
Logging tasks accurately according to company guidelines.
Supporting payment and fraud teams to maintain company security and prevent fraudulent activities.
Advising players on responsible gaming tools and proactively monitoring gaming patterns.
Escalating and following up on complex customer cases when required.
Handling and verifying KYC documents.
Performing other assigned duties as necessary.

Requirements

Previous experience in iGaming Support/Customer Service.
Interest in sports, casino games and casino bonuses.
Proficiency in communication and interpersonal skills to interact effectively with various business contacts.
Experience assisting customers via email, phone, and chat.
Typing speed of at least 65 WPM.
Strong verbal and written English communication skills; knowledge of Maltese is an asset.
Flexibility to work varied shifts, including weekdays, weeknights, and weekends.
Clear thinking and problem-solving abilities.
A positive attitude and a proactive, can-do mindset.
Willingness to learn and exceed expectations.
Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint), and/or experience with Zendesk, LiveChat, HelpDesk.
Experience with EveryMatrix Backoffice and related tools is considered an asset.

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Customer Experience Advisor

Job Description