Player Experience Specialist

Player Experience Specialist – Finnish speaking in St Julian’s, Malta

Key Responsibilities

Deliver Exceptional Service: Respond promptly and professionally to player inquiries over live chat and email, demonstrating empathy, warmth, and a solutions-focused approach.

Resolve Issues Efficiently: Investigate, analyse, and resolve customer issues effectively, aiming for first-time resolution wherever possible.

Manage Sensitive Processes: Handle KYC (Know Your Customer) duties, withdrawal processing, document verification, and other payments and compliance-related tasks with attention to detail and confidentiality.

Promote Player Safety: Recognize signs of responsible gambling and risk-related concerns during interactions, escalating and addressing them as needed.

Collaborate for Solutions: Work closely with internal and external teams to find effective resolutions to player challenges and contribute insights for product improvement.

Enhance Player Engagement: Identify opportunities to cross-sell or promote additional features and services in a natural and customer-first manner.

Monitor and Escalate Risks: Stay alert to suspicious activities or patterns and escalate these promptly in line with company procedures.

Adapt and Contribute: Show flexibility in handling tasks beyond customer support, assisting with projects or initiatives aimed at improving the overall customer experience.

Qualifications:

• Experience in Customer Service or a similar iGaming role.
• Fluent in Finnish and English (Estonian is a plus).
• Strong analytical skills to address player concerns and ensure well-being.
• Confident handling challenging conversations with tact and professionalism.
• Solution-oriented, proactive, and a collaborative team player.
• Eager to learn and take on new challenges.
• Flexible and adaptable to shifting priorities and tasks.
• Willing to work shifts, including weekdays and weekends, between 7 am1 am CET.

Benefits and Perks:

• 30 days of holidays
• Health insurance
• Career opportunities
• 600 Euros Learning & development allowance
• Modern office space in the heart of St. Julians

Location:

Hybrid. Candidates need to be based (or willing to relocate) in Malta.