Customer Support Agent - Italian Market
As part of an exciting phase of growth at Greentube Malta, the company is expanding its operations by bringing all Italian market activities for StarVegas and Admiral to Malta. To support this transition, Greentube is looking to hire six Customer Support Agents to join its growing Italian Customer Support team. This role is for a people-oriented individual who understands the importance of delivering exceptional customer service and thrives in a dynamic environment. The role offers an opportunity to become part of an international team where contributions make a difference.
- Respond promptly to incoming communication, delivering a high level of service to ensure player satisfaction and handling all general enquiries.
- Assist players via email, live chat, and inbound phone calls.
- Provide our players with the highest level of customer service.
- Offer technical support for common issues such as cookies, browser settings, and updates.
- Report player issues to the team leader and relevant internal departments where applicable.
- Acquire a good understanding and knowledge of our products, including slot games, sports betting, casino, and live casino.
- Provide clear explanations to players regarding our products, website, and policies.
- Stay up to date with new information and procedures.
- Support and guide players with all requests, escalating and following up when necessary.
- Ensure quality assurance standards, KPIs, and SLAs are met.
- Work within a dynamic team in a support office open 365 days a year.
- Provide support primarily on weekends and public holidays.
- Work according to a scheduled shift rotation.
- Native or near-native level of Italian, both written and spoken (required).
- Business-level fluency in English, both written and spoken (required).
- A genuine passion for delivering outstanding customer service, with experience supporting customers online via phone, email, or live chat considered a strong advantage (preferred).
- Strong communication skills (required).
- Experience in iGaming, or a keen interest in casino and sportsbook, is an advantage (preferred).
- Excellent computer skills and strong knowledge of internet and mobile applications (required).
- A proven team player with a positive, "can-do" attitude (required).
- Hybrid Work Model offering flexibility while encouraging meaningful in-office collaboration, connection, and team engagement.
- 1,500 Euro Annual Personal Development & Training Package for career growth and access to specialized training programs.
- 300 Euro Wellness & Home Office Allowance for gym memberships, fitness classes, equipment, or lifestyle-focused options.
- Comprehensive Private Health Insurance, including dental care and regular eye check-ups.
- Weekly Office Lunch & Kitchen Perks, including a complimentary weekly office lunch and access to stocked kitchens with fresh fruit, snacks, and drinks.
- Exciting Company Events & Team Building activities, including regular team-building events and twice-yearly company events.
- Mental Health Support with vouchers for up to 6 sessions per year with a top counselling centre.
- On-Site Parking for convenience.
Greentube is a business-to-business iGaming content provider and the interactive division of the NOVOMATIC Group, developing online slots, casino and social-gaming content. Founded in 1998 and headquartered in Vienna, Austria, it supplies real-money and social casino games to operators across regulated markets worldwide.