Danish Speaking Senior Customer Support Specialist
ComeOn Group is looking for a Danish Speaking Senior Customer Experience Specialist to join its team in Malta. This role acts as a bridge between frontline support and technical teams, focusing on resolving complex customer issues with precision and ensuring high levels of customer satisfaction.
The position involves providing professional support and handling escalated queries. The successful candidate will work in a hybrid environment, contributing to a team-focused atmosphere while utilising problem-solving skills to improve the overall customer experience.
- 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.
- Supporting newer agents with tricky questions and providing guidance.
- Become the point of contact for specific brand features or localised 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.
- Minimum of 12 months of experience in Online Customer Support (iGaming, Fintech etc.) (required)
- Detective mindset with a high attention to detail (required)
- Collaborative contributor who flourishes within teams and elevates those around them (required)
- Speak and write fluently in English and Danish (required)
- Speaking and writing fluently in Dutch, Swedish, Norwegian, Finnish, Danish, or Polish (nice-to-have)
- Enjoy multitasking and have strong problem-solving skills (required)
- Comfortable working shifts (with a possibility of night shifts) (required)
- Interest in using AI tools to boost efficiency (required)
- Competitive salary and bonus scheme.
- Hybrid working model with flexibility between home and office.
- One-time bonus to help set up a home workspace.
- Work remotely for up to 40 days per year from anywhere in the world.
- Private health insurance and a flexible wellbeing allowance.
- Complimentary breakfast and lunch on select days.
- Great in-office events happening throughout the week.
- Fun quarterly team events and social gatherings.
- Access to the ComeOn Academy for ongoing training and personal development.
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.