The role

As a Kindred Group Customer Service Agent, you will play a key role in our mission to offer customers the best gambling experience ever. You'll be one of over 200 agents across Malta and Gibraltar who individually support the customers of our 11 brands in their native languages.

Working daytime shifts, any 5 days a week, you will be part of a close-knit team of 10-20 people. Your technical knowledge and excellent communications skills, both written and verbal, will contribute to your success.

We provide a two-week training programme including systems and product modules, plus ongoing support so that you can provide the best possible support.

This vacancy is based in our Malta office and offers great career opportunities to use your passion for customers in an online gambling environment.

What You Will Do

• Support your colleagues and contribute to a great team atmosphere
• Deliver native language customer support across Live Chat (70%), email and telephone
• Guide customers through the desktop and/or mobile devices to assist them in using our services and products
• Help to resolve customer queries
• Share knowledge, contribute to team projects and identify innovative practices that improve customer support activities
• Work closely with other departments like Player Safety, Responsible Gambling and CRM to ensure a positive and safe gambling experience
• Speak on behalf of customers by providing useful feedback on their experiences
• Handle both written and verbal internal communications in English

How Will Success Be Measured In This Role

• Customer satisfaction scores
• Contact quality (demonstrating empathy, reaching resolution, strong communication and friendliness)
• Number of contacts handled
• Product knowledge
• Team contribution and extra tasks
• Regular performance reviews with your line manager
• Acting in line with Kindred Group values
• Successful completion of all relevant training and other compliance activities that support Kindred's sustainable and responsible growth

Your Experience

• Excellent, responsible and reliable team player
• Experience of complex problem solving
• Ability to multi-task in a fast-paced environment
• Fluency in Romanian or dutch  and in English is essential
• Good understanding of basic internet and technical concepts

An advantage

• At least 1 year's experience in a customer support environment