Position Overview
As a Customer Support Officer at National Lottery, you will play a key role in assisting and providing customers with the best playing experience. The Customer Support Officer is responsible for maintaining customer satisfaction and assist betting store attendants through the provision of problem-solving procedures and resources. The Customer Support Officer is also responsible for driving and delivering best practices, knowledge-based content, and escalation procedures that ensure the delivery of exceptional support and service to customers and attendants. Reporting to the Customer Support Supervisor, the Customer Support Officer must direct, lead and assist customers and store attendants and give them feedback to maximise performance, whilst liaising with other departments, top management, and third parties to gather information and swiftly resolve issues. The Customer Support Officer shall handle customer complaints and enquiries as well as promoting and safeguarding Responsible Gaming practices.
Responsibilities:
- Assist customers and store attendants via calls, chat, and CRM systems.
- Escalate issues to relevant departments or management when required.
- Troubleshoot hardware/software and escalate complex technical issues.
- Monitor and log service requests, incidents, and complaints accurately.
- Handle queries from online (lottery.mt) channels as needed.
- Ensure all communications follow company policies and procedures.
- Provide clear, timely updates to stakeholders and maintain records.
Requirements:
- Experience in customer support (lottery, betting, or gaming an asset).
- Proficiency in MS Office and CRM systems.
- Strong communication in English and Maltese.
- Ability to multitask and work shifts, including weekends.
- Problem-solving and technical troubleshooting skills.
- Team player with high attention to detail.
- Clean police conduct.
Vacancy posted on: June 16, 2025
Apply for Customer Support Officer
Please fill out the following form. After you have completed your application an email will be sent to you with relevant information.
