Customer Support Advisor (German speaking) - Malta

Our client is looking for a profile to handle customer enquiries in a real-time environment. You will be expected to log all interactions with the customers on the system and to communicate effectively with peer group, line management, external customers and business contacts. You will maintain the quality standards of chat, email and telephone performance, across all lines relating to customer support and guide customers through the sites and assist them in using the various services and products offered.

Responsibilities

Handling Customer enquiries through the various platforms available (Chat and Email) through both inbound and outbound channels
Using logical questioning skills in an appropriate manner to obtain the maximum relevant information from the customer in the minimum effective time
Using well developed negotiation skills to provide resolutions to problems and offer suitable courses of action to prevent escalation
Maximise any revenue generating opportunities identified
Accurate data input
Manage your own time in line with resource planners
Dealing directly with colleagues around the business to obtain missing information
Meet pre-determined team and operational sales and service Key Performance Indicators and behaviours in job role
Manage the escalation process for customer resolution with empathy
Reinforce the culture and core values of the company through appropriate behaviours and actions
Working with multiple back offices, internal tools as well as engaging 3rd parties (Games providers) to ensure customer queries are answered and/or resolved in a timely and correct manner
Assisting customers encountering issues with processing payments (Credit Cards, Bank transfers, E-wallets and Paysafe)
Assisting customers with their KYC procedure - Also working closely with the Risk team in this matter
Working closely with the VIP, Marketing and Risk/Payments department
Crediting bonuses & Free spins
Actively engaging customers in the view to increase player activity

Requirements
Fluent in German and English (both written and spoken)
Good general level of education, with a competent standard of numeracy and literacy being important.
Excellent awareness of Microsoft Office applications
Experience in the iGaming industry is considered an asset
Proven background in Sales & Customer Service


To find out more about this great opportunity and many others, get in touch with the Betting Connections team. We have options for speakers of many languages across Europe with positions based in Athens, Thessaloniki, Limassol, Lisbon, Porto, Malta, and elsewhere.
We offer a 250 euro ‘refer a friend’ bonus for successfully placed candidates, so please send us any candidates that you feel might be suitable.