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Retention Executive - Sweden

  • Full Time
  • Malta
  • DOE
  • CRM
  • Apply By: July 18, 2024

JOB ID: 46845

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: Malta + Hybrid set-up environment

We are looking for a Retention Executive to join ComeOn Group’s Account Management in our Malta headquarters. Take your career to the next level by joining a leading operator in the iGaming industry.

This role aims to deliver an unrivalled service and best-in-class customer experience. Working within strict regulatory guidelines, the right candidate will be passionate about ensuring any and all pain points are identified, prioritised, resolved and improved using all means necessary.

This key position will work with all departments where customer touch points exist, whilst ensuring full compliance with every process. With support from the wider Account Management function, retention is the key KPI here, utilising both existing processes from the business, as well as significant scope to introduce new, creative methods to retain this customer segment.

Responsibilities:

  • Supporting the Retention Manager, with the aim to improve the customer experience, minimise pain points and create unbeatable customer experience.
  • Assisting the Customer Experience team, providing support to customers, feeding back to colleagues, supporting escalations, supporting QA and always challenging to ensure the best service
  • Work closely with Compliance, RG and AML teams to ensure both new and existing processes are developed and run within regulatory guidelines at all times
  • Supporting the customer feedback process, ensuring comments are recorded and passed on to the correct departments to ensure ongoing improvement
  • Monitoring the onboarding journey, evaluating reasons why customer stop betting and working with appropriate teams to increase the retention rate
  • Supporting the Retention Manager with weekly and monthly reporting
  • Direct contact with customers to ensure the best possible feedback and ongoing improvement

Who will you get to work with?

  • Account Management – Utilising existing process and retention tools used by the group
  • Customer Service – acting as additional resource with a close eye on specific cohorts and groups of customers to ensure the best possible service and acting as an escalation point where needed
  • Compliance – Working closely to ensure all processes follow the strict regulation in this market
  • AML and RG – Supporting any customer contact process, feeding back to ensure better awareness for both our customers and the business while ensuring safer gambling is at the forefront of what we do
  • Payments – Gathering customer feedback to support future payment methods, improve the customer deposit/withdrawal journeys and resolve individual customer issues where needed
  • Sports and Gaming Product Owners – Providing key feedback from a customer perspective, identifying opportunities and supporting the product roadmap.
  • CRM – Identify opportunities to support the team with low volume, targeted sends to increase product and process awareness.

About you:

  • Crucial to be fluent in both Swedish and English whether it’s on e-mail, phone, or chat.
  • Experience in customer service, ideally within the Swedish market
  • An excellent communicator with many different levels within the business
  • A passion for customer experience, an understanding of the customer mindset and curiosity of process to ensure the best possible future improvement.
  • The ability to work independently as well as within a small team, on a rota basis 7 days a week
  • Someone who is not afraid to pick up the phone

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 🌎
  • €250 Annual Wellbeing Allowance.
  • A comprehensive, International private Health Insurance.
  • A €250 One-time Hybrid Allowance to help you set-up your home office.
  • Breakfast at the office on Mondays and Tuesdays.
  • Lunch at the office on Wednesdays.

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 their 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 assess 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!

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