Customer Experience Specialist

**Customer Experience Specialist**

**Location - Malta or within 3 hours commute of London**

This is an exciting opportunity to join our world-class Customer Experience team. Are you passionate about ensuring customer success? Do you love spending your time helping customers? Then this role is for you.

**About Us**

We are a team of highly motivated and multi-talented people, driven by a solutions
- driven culture of accountability and innovation.

Imagine being the Marketing, Customer Services, Payments, AML, and Responsible

Gambling team all in one person. We are turning the customer services industry in igaming on its head.

Our frontline Customer Experience Specialists are our first-line support with a difference.

They are empowered to take a decision that offers our customers a resolution to any range of enquiries, from promotions and products to payments, fraud prevention, and responsible gambling. As a member of our team, you’ll never have to rely on answers from other departments to handle escalations.

We offer a fantastic salary, benefits and a culture of growth and brilliance. You have the option to work remotely or from our office.

**About the Role**

As a Customer Experience Specialist, you will have the tools, resources, and knowledge to build meaningful interactions with our customers. You will be able to:

- Instantly identify a customer’s profile and preferences, ensuring personalised first contact resolution
- Focus on both the commercial and compliance aspects of igaming, specifically in relation to Responsible Gambling and Anti Money Laundering protocols
- Actively offer games and promotions tailored to the customer’s profile
- Guide, advise, and promote options available to regulate igaming
- Report any suspicious behaviour according to AML and fraud procedure
- Analyse accounts on Responsible Gambling indicators
- Incentivise and compensate customers with rewards that drive loyalty to our brand
- Working with multiple back offices, internal tools as well as engaging 3rd parties

(Service providers) to ensure customer queries are answered and resolved in a timely and correct manner

**About you**

You have a passion for customer success and enjoy helping others. In this role, you will use your exceptional people skills to solve customer queries and ensure they have a positive experience they would love.

You are an empathetic individual who looks at all the queries through the customer's eyes, looking for potential solutions to problems they are facing. You feel passionate about treating each customer as unique and with appreciation. You will receive extensive training and the opportunity to gain knowledge in all areas of the gambling industry today.

We are looking for people to join us who are a cut above the rest, where you will be able to:

- Think and work independently
- Evaluate and prioritize customer demands
- Pay great attention to detail
- Provide first-class customer service
- Know, understand and really care about responsible gambling
- Show the same passion for compliance as much as you have a desire for fun
- A people's person who loves solving customer queries
- Excellent written and spoken English with a second language preferable
- A great communicator and team player
- Ability to work flexibly over various shift patterns [Monday to Sunday, including evenings, night shifts]
- Tech-savvy
- Hit the ground running and aim for the stars

We understand that choosing your next journey is never an easy decision. We also know when it comes to customer operations you often don’t have a clear progression plan in front of you.

We believe that a true customer experience specialist should be able to assist players in any way without depending on other teams, escalations or the endless bureaucracy.

This is why we have built your path to success to develop your career and create a true genius who is ready to go all-in.

For details of our development plan, go ahead and visit here

**Salary**: From £25,000.00 per year

Additional pay:

- Bonus scheme

**Benefits**:

- Company pension
- Cycle to work scheme
- Sick pay
- Wellness programmes
- Work from home

Schedule:

- Day shift
- Night shift

Ability to commute/relocate:

- London, Greater London: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)