German speaking Customer Experience Specialist
Here at ComeOn! Group, we don’t settle for ‘OK’. We strive to offer the best possible customer experience to our entire base of loyal customers. That means having best in class Customer service to be able to solve queries, enhance and exceed all expectations our players have. This isn’t your typical CS role, you will be taking things to the next level..!
We are looking for passionate, people-centric individuals with great communication skills, who are interested in sports & casino and want to know more and want to work with a friendly, fun and creative team. If this sounds like you, read on…
You will become an expert on our sportsbook and casino brands and services. How? By keeping up to date with our new offers, services and campaigns to provide the customer with the best possible service. Directing your positive energy to all chats and emails, assisting our customers with any queries they might have, daily. No day is the same in this role and that’s what makes this role exciting. Don’t you hate it when it’s tough to get a straight answer? So do we that’s why the individuals in this role will be a one stop shop for all service, account and payments related needs of our players.
Sharing your ideas to keep improving our system, and making sure we stay on top of the game is important to us, so providing valuable feedback to Team Leaders and Country Managers and keeping the Knowledge base fresh is a significant part of your role.
Here’s a little of what you will get up to day to day:
- Resolve customer queries via live chat and email
- Taking ownership of customer cases that cannot be resolved at the point of contact and seeing through to full resolution
- Communicate with 2nd line support team and payment providers to solve customer problems in the most efficient way.
- Approving customer withdrawals upon request from the player
- Review of customer documentation and KYC checks on demand for various jurisdictions in line with policy.
- Contributing to team effort by achieving personal KPI’s to support departmental SLA’s
- Provide insight into current customer feedback and help shape our systems, processes and self-service outlets, such as our FAQs and Knowledgebase, both within CS and the wider Country Management
- Ad hoc tasks as required by the CS Management such as analysing customer contact trends and patterns, and providing context around these
And here’s a little bit about your background:
You have a native level, both written and spoken, of German and English and have previous experience working in a customer service setting answering customer queries via live chat and email. You have an interest in sports and casino and have a positive customer-centric attitude since we need someone who will provide each and every one of our customers with top notch vip service! You are flexible in your working pattern since this role will cover evening and weekends too! You have the ability to retain a lot of information and the technical capacity to work with multiple systems and are comfortable working in a fast-paced environment. What’s more, if you come with 2-3 years experience in customer service within the Gaming industry and have some Payments exposure, this would be considered a plus! We are ideally looking for candidates who are willing to relocate to Malta, although remote applicants will be considered based on the level of experience being brought to the table.
Here is the team in Malta you will be working alongside:
At ComeOn Group we put a lot of trust in every individual, we know that if we get the tools and space to do what we do best, we will be both happy and deliver great things. This is why we have some of the greatest minds in the industry working here.
Working hard also means that we need to be able to recharge our batteries once in awhile, this is the reason why we want our office atmosphere to be relaxed and cosy, come by and challenge us in a game of ping pong or FIFA and if you’re not into that, a studio session at the local gym or a cold drink from the fridge on a Friday late afternoon might be your type of melody.
Are you curious how we roll! ? Check it out here!
I’m interested, what do I do next?
Waste no time and complete your application expressing your interest and why you want to work for us today, we like individuality so let your personality come through!
Applications might take a few weeks to review so please stay cool. We shall get back to you 😉
Are you curious how we roll here at ComeOn Group!? Check it out here!
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