Jobs in Malta

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Escalations Specialist

  • Full Time
  • Malta
  • DOE
  • Operations
  • Apply By: January 2, 2025

JOB ID: 48224

Job Description

ComeOn Group in short

Founded in 2008, ComeOn Group is a leading global player in the rapidly growing iGaming market. Having launched its first online brand in 2010, ComeOn Group is running a wide range of exciting brands across multiple markets. Operating more than 20 brands on its proprietary platform providing a secure, innovative and entertainment-led player experience across casino and sports betting. ComeOn Group is an international employer within the iGaming industry and has over 500 talented employees across 7 main locations.

Location: St. Julian’s, Malta (Hybrid)

As an Escalations Specialist, you set an example and promote a strong work ethic in having a good knowledge base in your head and in being able to find information but also by fostering teamwork and a positive atmosphere amongst your colleagues. You will be a point of escalation for more complex customer experience cases; investigate, resolve and analyse issues in an urgent and proactive manner; working towards strict service levels. You will be working on non-customer-facing tasks, however, these tasks in turn aid the entire Customer Experience department to be able to provide a great service for our customers.


  • Review cases to solve more advanced queries for our customers
  • Analyse what kind of issues we mostly see and report it if there are a lot of common issues
  • Plan of how to solve the cases in the quickest and most efficient way while still ensuring that we give the best quality and service possible
  • Come up with better flows for such queries
  • Have meetings with third parties and other departments to improve our customer experience flow.
  • Large pay-outs for our customers
  • Handle sensitive data and tasks
  • Analyse and review the accounts
  • Come up with payment plans for our larger payments
  • Provide a great service to all our customers
  • Other Ad-hoc duties

About You:

  • You have been working in iGaming for a minimum of 6 months
  • Experience in payments
  • Have knowledge of Casino and Sports
  • Familiar with KYC processes
  • Strong Microsoft Excel skills

So what can you expect from ComeOn as a place of work?

  • A competitive remuneration package inc. a company bonus scheme! 💰
  • Fantastic quarterly team events and weekly company events 😎
  • A one-time bonus to help you set up a comfortable workstation at home (we’re truly Hybrid!)
  • On top of our Hybrid work arrangement, up to 40 days a year to work fully remote from anywhere 🌎
  • Wellbeing allowance (Claimable after probation)
  • A comprehensive, International Private Health Insurance
  • Lunch at the office on Mondays and Wednesdays
  • Breakfast at the office on Tuesdays

At ComeOn, we have adapted a Hybrid Work model which means that we offer our employees an option to pick their workstation for the day. Want to work from the office a few days a week and some days from home? That’s totally fine with us! ComeOn is known for its inviting and vibrant offices that offer creative areas for collaboration and desk set-ups designed for a Hybrid Work model. When you visit one of our offices you will always be welcomed by a friendly face that will take good care of you. It’s our curiosity that drives our innovative business forward and we work hard in a run-together spirit and we always make sure to top it up by having fun! You will not regret picking ComeOn as your next place of work.

At ComeOn Group we value diversity and we take concrete action to ensure fairness in our recruitment process. We are committed to assessing candidates on their merit without discriminating against any applicant for whatever reason that is protected by law. We truly value you, as you are.

Want to know more about us just visit our website www.comeon-group.com or any of our social media channels to take a deep dive into our culture!