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International Customer Service Agent - Twilight shift

The role


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 twilight shifts (19.00 pm - 03.00 am), 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 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
Product knowledge
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

 

Your experience

 

Excellent, responsible and reliable team player
Experience of complex problem solving
Ability to multi-task in a fast-paced environment
Fluency in English and Russian/French/Romanian/Italian/Hungarian is essential
Good understanding of basic internet and technical concepts

An advantage

At least 1 year's experience in a customer support environment


Application process

 

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.

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.

 

Job alerts

Not suited to this role but interested in working at Kindred Group?

We are always on the lookout for talented, passionate people to join our global teams so if you'd like us to let you know when suitable jobs come up, please click on “Register for Alerts”.

 

 

 
 

 
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Location
Malta
The Centre Pjazza Tigné, Tigné Point, Tigne Point, Sliema, Malta
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  • Office:
    Malta
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
    MAR0374
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26 Days Holiday
Private Medical
Wellbeing Allowance
Free Yoga
Free Meals
Maternity/Paternity leave
Eye test and Flu jab
3 days CSR leave
Shares
Pension
Anniversary awards
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