Customer Service Agent - English Speaking
As a Customer Service Agent at FDJ United, the successful candidate will join a global team of over 200 agents supporting nine international brands. The role involves engaging with customers worldwide to assist with inquiries and ensure a high-quality gambling experience through live chat, email, and telephone channels. The position requires a professional who can maintain empathy and patience while resolving complex issues in a fast-paced, tech-savvy environment.
Based in Sliema, Malta, this role is integral to building positive customer relationships and ensuring the safety and satisfaction of players. The agent will collaborate with various internal departments, including Player Safety, Payments, and CRM, to uphold the company's standards for responsible gaming and service excellence.
- Deliver customer support in English across Live Chat (70%), e-mail and telephone.
- Cover multi markets, using the translation tools available.
- Guide players through the website &/or Mobile App platform assisting them in using our services and products.
- Share knowledge, contribute to team projects and identify innovative practices that improve customer support activities.
- Work closely with other departments including Player Safety, Payments and CRM to ensure a positive and safe gambling experience.
- Speak on behalf of customers by providing useful feedback on their experiences.
- Support your colleagues and contribute to a great team atmosphere.
- Ensure that you adhere to the Governance, Risk & Compliance (GRC) obligations for your role.
- Identify and raise any non-compliance incidents promptly to your line manager.
- Challenge processes, policies and projects that will negatively impact compliance within the Group.
- Complete all mandatory compliance training assigned to you.
- Consult with the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear.
- Fluency in Dutch and English, both spoken and written (required).
- Responsible and reliable team player (required).
- Experience of complex problem solving (required).
- Ability to multi-task in a fast-paced environment (required).
- Good understanding of basic internet and technical concepts (required).
- Learning and development opportunities
- Social events and activities
- Inclusion networks
- Employee Assistance Programme
- Private medical insurance
- Long service awards
- Pension
FDJ United is one of Europe's largest gaming and betting groups, formed after French lottery operator La Française des Jeux (FDJ) acquired Kindred Group - the company behind Unibet - in 2024 and rebranded the enlarged group in 2025. Headquartered in Boulogne-Billancourt, France, it operates lottery, online sports betting, casino and poker across multiple European markets and Australia. Its portfolio includes well-known online brands such as Unibet, 32Red and Maria Casino, alongside FDJ's French lottery and retail network. The group is listed on the Euronext Paris exchange.