Customer Experience Agent

ComeOn Group in short Founded in 2008, ComeOn Group is a leading global player in the rapidly growing iGaming market. Having launched its first online brand in 2010, ComeOn Group is running a wide range of exciting brands across multiple markets. Operating more than 20 brands on its proprietary platform providing a secure, innovative and entertainment-led player experience across casino and sports betting. ComeOn Group is an international employer within the iGaming industry and has over 500 talented employees across 7 main locations. Location: St. Julian’s, Malta (Hybrid) Here at ComeOn Group, we don’t settle for ‘OK’. We strive to offer the best possible customer experience to our entire base of loyal customers. That means having best in class Customer Experience to be able to solve queries, enhance and exceed all expectations our players have. This isn’t your typical CX role, you will be taking things to the next level! We are looking for passionate, people-centric individuals with great communication skills, to join our friendly, fun and creative team. Sounds like you? Read on... You will become an expert on our sportsbook and casino brands and service possible. Directing your positive energy to all chats and emails, assisting our customers with any queries they might have, daily. No shift is the same in this role and that's what makes this role exciting. Don’t you hate it when it’s tough to get a straight answer? So do we! And that's the reason why you as our Customer Experience Hero, will be a one stop shop for all service, account and payments related needs of our players. Sharing your ideas to keep improving our system, and making sure we stay on top of the game is important to us, so providing valuable feedback to Team Leaders and Country Managers and keeping the Knowledge base fresh is a significant part of your role.

Responsibilities:

• Resolve customer queries via live chat and email using our handy translation tool to work across different languages and provide the best service across!
• Take ownership of customer cases that cannot be resolved at the point of contact and see them through to full resolution
• Communicate directly with other teams and providers to solve customer problems in the most efficient way
• Approve customer withdrawals upon request from the player
• Process KYC and documentation, conduct any enhanced due diligence required
• Run daily security checks including reports on new customer accounts and payment transactions to protect the business from technical issues and abuse
• Contribute to team effort by achieving personal KPIs to support departmental SLAs
• Provide insight into current customer feedback and help shape our systems, processes and self-service outlets, such as our FAQs and Knowledgebase, both within CX and the wider Country Management
• Ad hoc tasks as required by the CX Management such as analyzing customer contact trends and patterns, and providing context around these

About you:

• You have a strong command of the English Language.
• Additional command of languages such as Swedish, Norwegian, Dutch, Danish, German or Finnish are seen as a plus.
• A keen interest in sports & casino
• Analytical and problem-solving skills
• Able to adapt to shift work
• Customer service experience is considered a plus

Able to multitask

Development & Growth:

At ComeOn Group, we are committed to your continuous growth. With the ComeOn Academy Programme, you will have the opportunity to expand your knowledge in key areas such as escalations, fraud, compliance, commercial, and product. This programme is designed to foster your career development, providing you with the tools and insights needed to grow into a more versatile, well-rounded professional. We prioritise investing in your potential, helping you thrive in your current role while opening doors to more opportunities within ComeOn Group So what can you expect from ComeOn as a place of work? A competitive remuneration package including a company bonus scheme! 💰 Fantastic company events 😎 A one-time bonus to help you set up a comfortable workstation at home (we’re truly Hybrid!) On top of our Hybrid work arrangement, up to 40 days a year to work fully remote from anywhere 🌎 Wellbeing allowance Breakfast at the office on Mondays Lunch at the office on Tuesdays and Wednesdays At ComeOn, we've embraced a Hybrid Work model, giving our employees the flexibility to work some days at home. Our offices are thoughtfully designed to support this model, featuring practical workspaces for focused efforts and collaborative zones for dynamic creative exchanges. We believe in the power of collaboration to drive innovation and success. While our offices are known for their vibrant atmosphere, rest assured that our primary focus is on achieving results together. We prioritize efficiency and maintain a balance between hard work and camaraderie. When you visit our offices, expect a warm welcome and professional support. Choose ComeOn for your next career move, and experience a workplace that values productivity, teamwork, and the spirit of collaboration. At ComeOn Group we value diversity and we take concrete action to ensure fairness in our recruitment process. We are committed to assessing candidates on their merit without discriminating against any applicant for whatever reason that is protected by law. We truly value you, as you are. Want to know more about us just visit our website www.comeon-group.com or any of our social media channels to take a deep dive into our culture! LinkedIn Instagram Facebook Glassdoor