German speaking Customer Ambassador to exciting iGaming client in Malta

Posted 29 June 2021
LocationImsida
DisciplineiGaming
Reference33082
Contact NameJohanna Kivimäki

Job description

We are looking for a Malta based Customer Service Agent (German speaking), someone who can represent the company’s clients, and on their behalf you will respond to customer queries in a timely and accurate way, via email or chat. Identify customer needs, from registering an account or reporting if they experience any technical issues as well as helping them navigate our clients’ websites and informing them about ongoing promotions.

To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

Responsibilities

  • Respond to customer queries in a timely and accurate way, via email or chat
  • Identify customer needs and help customers use specific features
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team targets and chat handling quotas
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features, promotions and functionalities
  • Liaise with the Payments and Risk & Fraud teams
  • Assist in training junior Customer Support Representatives, when required

Requirements

  • Meticulous attention to detail
  • Proficiency in both written and spoken English
  • Proficiency in both written and spoken German
  • Experience as a Customer Support Specialist or similar Customer facing role
  • Familiarity with the gaming industry is a plus but not necessary
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Patience when handling tough cases
  • Good basic computer knowledge
  • Clean police record
  • Ability to work on your own initiative and to be a team player with a hands-on approach