Position Overview
In this role, you will be responsible for addressing customer inquiries, processing financial transactions, and reviewing customer documentation. Additionally, you will collaborate with other teams to ensure that customer-facing issues are promptly identified and resolved. The primary objective of this position is to deliver exceptional customer support and user experiences.
Responsibilities:
- Providing outstanding customer support via email, live chat and social media.
- Communicating with customers professionally, both in writing and verbally.
- Demonstrating respect, personal accountability, and the ability to handle high-pressure situations.
- Building and maintaining relationships with both new and existing customers to establish trust and loyalty.
- Listening and understanding customer needs to enhance their experience and ensure customer retention.
- Identifying and reporting areas for improvement based on company procedures.
- Providing feedback to Marketing, Product, and Tech teams to help improve the platform from a customer-centric perspective.
- Assisting customers with inquiries and ongoing marketing campaigns.
- Logging tasks accurately according to company guidelines.
- Supporting payment and fraud teams to maintain company security and prevent fraudulent activities.
- Advising players on responsible gaming tools and proactively monitoring gaming patterns.
- Escalating and following up on complex customer cases when required.
- Handling and verifying KYC documents.
- Performing other assigned duties as necessary.
Requirements:
- Previous experience in iGaming Support/Customer Service.
- Interest in sports, casino games and casino bonuses.
- Proficiency in communication and interpersonal skills to interact effectively with various business contacts.
- Experience assisting customers via email, phone, and chat.
- Typing speed of at least 65 WPM.
- Strong verbal and written English communication skills; knowledge of Maltese is an asset.
- Flexibility to work varied shifts, including weekdays, weeknights, and weekends.
- Clear thinking and problem-solving abilities.
- A positive attitude and a proactive, can-do mindset.
- Willingness to learn and exceed expectations.
- Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint), and/or experience with Zendesk, LiveChat, HelpDesk.
- Experience with EveryMatrix Backoffice and related tools is considered an asset.
Vacancy posted on: January 12, 2026
Apply for Customer Experience Advisor
Please fill out the following form. After you have completed your application an email will be sent to you with relevant information.
