Customer Support Representative
As a Customer Support Representative, you will interact with customers and assist them with their queries. You will be representing the company, so you must possess a dynamic and responsible character, as well as the ability to work in shifts.
The role requires effective communication with clients, a strong focus on quality with attention to detail and accuracy. You will be responsible for offering an exceptional customer experience and resolving issues from the first contact. This includes clarifying customer complaints, determining the origin of incidents, identifying and explaining the best course of action, and following up to ensure resolution. You will respond to customer inquiries via web chat, email, and phone in a timely and professional manner, escalating requests when necessary. You will thoroughly investigate player concerns and queries, promote a "Safe Gambling" philosophy, and stay updated on regulations, processes, and licensing requirements. Contributing to the collective effort by achieving required results and going above and beyond customer expectations is also key. Participation in initial induction and training programs (Onboarding) is expected.
- Communicate effectively with customers.
- Strong focus on quality, with special attention to detail and accuracy.
- Offer an exceptional customer experience and resolve incidents from the first contact.
- Resolve product and service issues by clarifying customer complaints, determining the origin of incidents, identifying and explaining the best course of action, and performing the corresponding follow-up to ensure resolution.
- Respond to customer inquiries via web chat, email, and phone in a timely and professional manner.
- Forward or escalate requests when necessary.
- Thoroughly investigate player concerns and doubts.
- Promote a "Safe Gambling" philosophy.
- Stay updated on regulations, processes, and licensing requirements.
- Contribute to the collective effort by achieving the required results.
- Go above and beyond and exceed expectations when interacting with customers.
- Participate in initial induction and training programs (Onboarding).
- Good level of English, with written and verbal communication skills (required).
- Demonstrated experience in customer support is valued, but not mandatory, as the company offers comprehensive internal training (preferred).
- Solid communication and public relations skills, along with a strong active listening ability (required).
- Customer orientation and the ability to adapt and respond to diverse types of characters or personalities (required).
- Proficiency in computer use and touch typing skills (required).
- Ability to work under pressure (required).
- Responsibility, sense of duty, and thoroughness (required).
- High levels of reliability, responsibility, and confidentiality in handling sensitive financial and personal data (required).
- Flexibility to work in rotating shifts, including nights, weekends, and holidays (required).
- Excellent working environment
- Gift cards on birthdays and special occasions
- Equipped kitchen
- Corporate activities (monthly lunches, company events, football team, competitions, daily snacks, etc.)
- Casual dress code
- Professional growth opportunities in one of the largest iGaming companies in the world
SkillOnNet is a leading online casino software and platform provider, offering customisable casino platforms with an extensive range of games. With significant industry experience, it delivers quality and technical expertise to operators looking to launch and run online casinos. Its customisable packages are designed for stability, scalability and fast deployment to meet varying operator needs. SkillOnNet is headquartered in Sliema, Malta, and also operates its own portfolio of casino brands.