Russian-speaking Customer Support Agent to leading iGaming client in Malta

Skills & Qualifications: 

- Ability to think critically and draw from experience to make decisions
- Computer literacy
- Care in dealing with sensitive information
- Ability to understand both written and oral instructions in English
- Ability to write, read and speak in the required languages
- Ability to deal with ambiguity and identify customer’s needs
- The ability to organize and manage multiple priorities
- Ability to independently research solutions and solve problems
- Strong customer orientation
- Excellent interpersonal and communication skills
- Performance driven and a strong team player
- Fluent and advanced skills both oral and in specialized languages would be an asset
- High school diploma required
- Flexible and has the ability to quickly adjust to frequent process and information changes

 

Knowledge & Experience:

- Minimum of 3 years in a position with relevant experience would be an asset
- Knowledge of Sportsbook industry would be an asset
Basic office skills including knowledge of Microsoft Word and Excel

Job Purpose:

To handle customer communication on behalf of our company, researching and resolving customer issues, using available tools and interdepartmental support. Problem-solving, administering the customer’s account.

Essential Job Functions / Main Duties & Responsibilities:

- Answer and support customer-facing communication in required languages, and translate emails, website information, and any other matter as requested.
- Research solutions to customer issues
- Interact with various department to resolve customer issues
- Use available tools and information resources to resolve problems
- Use a comprehensive knowledge of our website to investigate and resolve issues
- Escalate unresolved problems in accordance with establish policy procedures and protocols.
- Administer client account management including updating notes in accounts
- Research transaction discrepancies and take appropriate action
- Monitoring of customer activity, including assisting in the identification of fraudulent activity or abuse
- Amending / adjusting transactions in customer accounts when necessary or instructed
- Maintain professionalism and adhere to company standards during all interactions.
- Assistance with special Customer Services projects
- Other tasks and duties as assigned.