DESCRIPTION
As a Customer Service Agent, you will play a key role in our client's mission to offer customers the best gambling experience ever. You'll be one of over 200 agents across Malta and Gibraltar who individually support the customers of our 11 brands in their native languages.
Your technical knowledge and excellent communications skills, both written and verbal, will contribute to your success. We provide a two-week training program including systems and product modules, plus ongoing support so that you can provide the best possible support.
This vacancy is based in Malta and offers great career opportunities to use your passion for customers in an online gambling environment.
What you will do?
Support your colleagues and contribute to a great team atmosphere
Deliver customer support across LiveChat (70 %), email, and telephone
Guide customers through the desktop and/or mobile devices to assist them in using our services and products
Help to resolve customer queries
Share knowledge, contribute to team projects, and identify innovative practices that improve customer support activities
Work closely with other departments like Player Safety, Responsible Gambling, and CRM to ensure a positive and safe gambling experience
Speak on behalf of customers by providing useful feedback on their experiences
Handle both written and verbal internal communications in English
How will success be measured in this role?
Customer satisfaction scores
Contact quality (demonstrating empathy, reaching a resolution, strong communication, and friendliness)
Number of contacts handled
Product knowledge
Team contribution and extra tasks
Regular performance reviews with your line manager
Acting in line with company values
Successful completion of all relevant training and other compliance activities that support the company's sustainable and responsible growth
Your experience
Fluency in English and Dutch language is essential
Excellent, responsible, and reliable team player
Experience in complex problem solving
Ability to multi-task in a fast-paced environment
Good understanding of basic internet and technical concepts
An advantage
At least 1 year's experience in a customer support environment
Benefits
Attractive / strong salary
A lot of fringe benefits
Live in one of the most beautiful spots in Europe
Growth opportunities
Relocation package
Bonus pay for working nights
Hybrid work from home / from office options
Multilingual Jobs Worldwide
Multilingual Jobs Worldwide is a leading recruitment company focusing on connecting multilingual talent with exciting career opportunities worldwide. With a network of 400+ partners in over 40 countries, we have successfully helped more than 6,500+ candidates secure their dream jobs.
OFFER
Salary & Bonus
Annual gross base salary: €26,000
Approx. €2,166.67 gross per month before allowances and bonuses
10% annual performance bonus
Annual bonus paid in March, subject to applicable bonus conditions
Additional pay for qualifying night-shift hours, approximately €1–€2 per hour
Shifts & Working Hours
Full-time position with rotating shifts, including weekends
Updated shift arrangement: 1 day shift and 3 night shifts
Night shift hours: 22:00–08:00
Four working days followed by three days off
Additional hourly allowance applies during certain night hours
Confirm candidates' availability and flexibility for night and weekend shifts during screening
The team rotation aims to distribute working schedules fairly
Hybrid Working
First three months: Fully office-based in Malta, five days per week
After three months: Hybrid working arrangement
Depending on the schedule/team requirements:
2 days working from home and 3 days in the office, or
3 days working from home and 2 days in the office
Relocation Package
One-way flight to Malta, reimbursed separately upon submission of receipt
Airport taxi collection
€1,000 accommodation support
Success Team contacts candidates immediately after offer acceptance
Candidates must keep all receipts after arrival
Finance normally processes reimbursements within approximately two weeks after submission
Benefits
Fully covered private health insurance
€400 annual wellbeing allowance for gym or personal wellbeing expenses
Hybrid working after three months
Private parking
Free yoga
Subsidised meals
Breakfast, lunch and dinner available in the canteen, approximately €2 per meal
Employee Assistance Programme
Pension
Shares
Life cover and income protection
Maternity and paternity leave
CSR leave
Anniversary awards
Overtime opportunities
Additional public holiday pay
Excellent internal career progression
Employees may apply for internal vacancies after six months
Possibility to progress to Customer Support Specialist after six months
Opportunities to move into different departments
The Talent Acquisition Manager started as a Customer Support Agent, demonstrating internal career progression
Training
Two weeks of classroom training
Two weeks of buddy training
SKILLS
Good Problem Solving
Dutch Speaker
Igaming Support
ARE YOU THE PERFECT CANDIDATE?
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