Customer Support Agent
Rhino Entertainment is looking for passionate, people-focused individuals with excellent communication skills to join their friendly, fun, and dynamic team. The Customer Support Agent will bring positive energy to every interaction, assisting customers with a variety of queries and reporting directly to the Operations Team Lead.
This role plays a key part in delivering outstanding service to customers. The agent will support English-speaking customers via email and live chat, process withdrawals, and ensure a smooth and enjoyable experience throughout their journey with Rhino Entertainment. No two days are the same in this role, and that's exactly what makes it so exciting.
- Provide exceptional customer support in English, utilizing various communication channels such as email and live chat.
- Communicate directly with other teams and providers to solve customer problems in the most efficient way.
- Provide an enhanced customer experience service by swiftly and safely processing customers' withdrawals.
- Contribute to team effort by achieving personal KPIs to support departmental SLAs.
- Escalate matters that require further attention from internal teams, ensuring timely resolutions.
- Take ownership of customer cases that cannot be resolved at the point of contact and see them through to full resolution.
- Process KYC and documentation, conduct any enhanced due diligence required.
- Provide insight into current customer feedback and help shape systems, processes, FAQs, and Knowledgebase within Operations and wider Country Management.
- Be responsible for developing and maintaining a good knowledge of the company's products, services, and systems.
- Comply with all the company's processes, policies, and regulatory requirements.
- Complete all mandatory compliance training assigned.
- Analyse ad hoc queries required by the business, such as analyzing customer contact trends, patterns, and providing context around these.
- Be a great role model, demonstrate the Rhino Entertainment values consistently and encourage a positive, collaborative, professional, and inclusive culture in Operations.
- Maintain a customer-centric approach by consistently prioritizing the player experience.
- Fluent in written and spoken English (required)
- Prior experience in a customer-facing or similar role within iGaming will be considered an asset (nice-to-have)
- Analytical and problem-solving skills (required)
- High levels of adaptability and flexibility (required)
- Demonstrated ability to work well under pressure and multitask (required)
- Strong organisational and time management abilities (required)
- Passion for delivering an outstanding customer experience (required)
- Collaborative mindset, with the ability to work effectively within teams and across departments (required)
- Willingness to work shifts (required)
- Competitive salary with health benefits and health insurance
- Attractive bonus packages
- Continuous training and development to enhance knowledge
- Career development and growth
- Flexible work arrangements
- Social events
- Health allowance
- Diversity of roles, projects, and challenges
- Excellent team-oriented, fun international work environment
Rhino Entertainment is an online gaming operator established in 2020, running a multi-brand strategy across several regulated jurisdictions. Its brands serve a growing number of markets with casino and online entertainment products built on modern technology. The company's multinational teams are based across Malta, North Macedonia, Spain and other countries. Rhino Entertainment is headquartered in Sliema, Malta.