As a Kindred Group Customer Service Agent , you will play a key role in our 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.
Working daytime shifts, any 5 days a week, you will be part of a close-knit team of 10-20 people. Your technical knowledge and excellent communications skills, both written and verbal, will contribute to your success.
We provide a two-week training programme 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 native language 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 resolution, strong communication and friendliness)
Number of contacts handled
Team contribution and extra tasks
Regular performance reviews with your line manager
Acting in line with Kindred Group values
Successful completion of all relevant training and other compliance activities that support Kindred's sustainable and responsible growth
Excellent, responsible and reliable team player
Experience of complex problem solving
Ability to multi-task in a fast-paced environment
Fluency in English and (Belgium) Dutch is essential
Good understanding of basic internet and technical concepts
At least 1 year's experience in a customer support environment
Click on the "Apply Now" button and complete the short web form. Please add a covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.
Due to the particular times we are facing and in order to protect our candidates and interviewers health and well being, all interviews will be held through video conference.
Kindred is an equal opportunities employer committed to employing a diverse workforce and an inclusive culture. As such we oppose all forms of discrimination in the workplace. We create equal opportunities for all our applicants and will treat people equally regardless of and not limited to, gender, age, disability, race, sexual orientation. We are committed not only to our legal obligations but also to the positive promotion that equal opportunities bring to our operations as set out in our sustainability framework.
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