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Customer Support Agent – Malta

Betting Connections Full-Time  Tas-Sliema, Malta 23 May 2015

Job Description

Customer Support Agent

Job Description Summary


  • In/outbound Chat/Telephone/Email based Customer Support, Sales and Service
  • Highly Target driven role at the highest service level within the I-gaming industry.
  • First line of contact for online players, maintaining Service Level Agreement, ensuring Player satisfaction, handling of all general enquiries, troubleshooting experts, providing technical support, first contact resolution.
  • Focusing on pro-active conversion, up-sales, cross sales, product pitching and retention of players.
  • Performing towards set Market targets / KPIs with performance results at the forefront.
  • Direct Manager
  • Reports directly to Support Team leader (Respective Desk)


Core Tasks & Responsibilities


  • Work in strict accordance to set Sales targets and KPIs and maintain departmental & company SLA’s.
  • Interact directly with Customers through chat and phone to provide and process information in response to enquiries, concerns and requests about our products and services.
  • Be a welcoming host to our players. Ability to expose players to our products via tools that are provided to you.
  • Obtain and evaluate all relevant information (either from customer or available tools) to handle enquiries and complaints.
  • Communicate and coordinate with internal departments.
  • Responsible to keep abreast of all developments regarding new department and company protocols and procedures.
  • Determine accurate product needs in order to up-sell and cross-sell.
  • Provide market feedback and market native opinions.
  • Adopt, Maintain and promote the Company Values without exception.
  • Language Skills
  • Native Language Level of respective desk is essential.
  • Excellent English oral and written skills.


Required Experience (Technical Skills, Experience, Education/knowledge)


  • Chat experience a plus!
  • Sales Experience a huge advantage.
  • Ability and confidence to negotiate sales techniques with interactions with customer to guide them and assist them to deposit and play our games using objection handling techniques.
  • Ability to work efficiently in fast paced environment to meet targets / KPIs.
  • Ability to multi-task (handling of multiple chats concurrently).
  • Be accomplished typists (minimum 35 words per minute).
  • Strong communicator as well as capable problem-solver.
  • Outstanding spelling, grammar, and communication skills a MUST in native language and Strong command of the English language
  • Organized, detail oriented, professional, courteous and self-motivated.
  • Confident, knowledgeable and expertise in our products and the I-gaming industry.
  • Comfortable working with figures and strong understanding of Maths.
  • Handles customer’s queries in the best interest of both the company and the customer.
  • Must be proficient in Internet related applications such as E-Mail clients, chat system and web browsers.
  • Basic knowledge of Windows Office programs (Word, Excel, Outlook) etc.


Person Specification (Interpersonal Skills, Personal Capabilities etc)


  • Sales driven mind-set & approach to role and self-motivated when working towards reaching targets.
  • Responsible, able to work unsupervised.
  • Team Player.
  • Demonstrates creativity & flair.
  • Adaptable (to a dynamic environment), initiative, and work well under pressure.


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