Dutch Speaking Customer Support Specialist - Malta
At ComeOn Group, the Customer Experience Specialist role goes beyond standard customer service. This position acts as a crucial link between frontline support and the technical teams, focusing on resolving complex customer issues with precision to ensure top-notch service and customer satisfaction.
The ideal candidate will be a collaborative contributor who thrives within teams and elevates those around them, possessing a keen eye for detail and strong problem-solving abilities. The role also involves comfort with shift work, including potential night shifts, and an interest in leveraging AI tools to enhance efficiency.
- 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 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.
- Speak and write fluently in Dutch and English (required)
- Minimum of 12 months of experience in Online Customer Support (iGaming, Fintech etc.) (required)
- Collaborative contributor who flourishes within teams and elevates those around them (required)
- Detective mindset with a high attention to detail (required)
- 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)
- Access to the ComeOn Academy for ongoing training, personal development opportunities, and career growth support.
- Structured, pre-planned shift rotation for work-life balance and easy personal planning.
- Competitive salary plus a bonus scheme.
- Hybrid working model offering flexibility between home and office.
- One-time bonus to assist with home workspace setup.
- Opportunity to work remotely for up to 40 days per year from anywhere globally.
- Private health insurance and a flexible wellbeing allowance for personal wellbeing initiatives.
- Complimentary breakfast and lunch on select days.
- Great in-office events throughout the week.
- Fun quarterly team events and social gatherings.
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.