Customer Experience Specialist
The Customer Experience Specialist role goes beyond standard customer service. It is for friendly, people-focused individuals who are great communicators and enjoy solving problems to make someone's day better.
As a Customer Experience Specialist, the individual will act as a bridge between frontline support and technical teams. They will resolve complex customer issues with precision, delivering top-notch service and ensuring customer satisfaction.
The role is based in St. Julian's, Malta, and operates on a hybrid working model.
- Provide professional, empathetic, and efficient solutions to players via live chat, email, and outbound/inbound calls.
- Review and process player withdrawal requests, ensuring accuracy and adherence to established processing timelines.
- Meticulously review player identification documents to verify accounts, detect potential fraud, and ensure compliance with regulatory standards.
- Act as the first point for escalated queries that go beyond standard procedure, ensuring first-time resolution.
- Support newer agents with tricky questions and provide guidance.
- Become the point of contact for specific brand features or localized market requirements.
- Identify recurring player pain points and suggest updates to internal Knowledge Base or AI tools.
- Willingness to take on relevant ad hoc tasks as needed.
- Have a minimum of 12 months of experience in Online Customer Support (iGaming, Fintech etc.) (required)
- Have a "detective" mindset with a high attention to detail (required)
- Are a collaborative contributor who flourishes within teams and elevates those around them (required)
- Speak and write fluently in English (required)
- Speaking and writing fluently in Dutch, Swedish, Norwegian, Finnish, Danish, or Polish is seen as a plus! (nice-to-have)
- Enjoy multitasking and have strong problem-solving skills (required)
- Are comfortable working shifts (with a possibility of night shifts) (required)
- Have an interest in using AI tools to boost efficiency (required)
- Structured, pre-planned shift rotation, ensuring work-life balance and easy personal planning.
- Competitive salary + bonus scheme.
- Hybrid working model with flexibility between home and office.
- One-time bonus to help set up your home workspace.
- Work remotely for up to 40 days per year from anywhere in the world.
- Private health insurance and a flexible wellbeing allowance for initiatives that support your wellbeing.
- Complimentary breakfast and lunch on select days, as well as great in-office events happening throughout the week.
- Fun quarterly team events and social gatherings.
- Access to ongoing training, personal development opportunities, and support through the ComeOn Academy.
ComeOn Group is a global iGaming operator founded in 2008, which launched its first online brand in 2010. It runs more than 20 casino and sports betting brands on its proprietary platform, offering a secure, entertainment-led player experience across multiple markets. The company employs over 500 people across seven main locations and operates as an international iGaming employer. ComeOn Group is headquartered in St Julian's, Malta.