Customer Support Expert (Finnish)

Where: Sliema (Malta)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Finnish

What you will do

  • First point of contact for any incoming contacts from high value customers via all available channels (live chat, email and phone)
  • Provide best in class customer service to the customers, handle customers’ day to day queries, problems and complaints to the highest of standards
  • Build relationships with valuable customers through positive contact resolution and providing the proactive account services
  • Follow up on customers feedback ensuring the right action is taken at the right time
  • Proactively ask customers for feedback, flag it with the relevant stakeholders to ensure the improvement of day to day operations and overall customer experience
  • Acquire knowledge of customers, build profiles including playing behaviors, likes and dislikes and make use of this information to offer the most personal and relevant service
  • Drive business success and act as the voice of customer by providing feedback and innovative ideas
  • Always keep a player sustainability mindset and act as trust and responsible gambling ambassadors
  • Collaborate closely with other departments like Player Sustainability, Payments and Customer Support teams to ensure a positive and safe gambling experience

 

How will success be measured in this role

 

  • Retention Rate
  • Number of Actives
  • CSAT, Knowledge and Friendliness
  • Personal Performance (Contact Quality, Team Contribution)

 

 

Your experience

 

  • Work experience in a Customer Services environment
  • Experience in high value customer facing role as an advantage
  • Native level Finnish speaker
  • Excellent written and verbal communication skills
  • Responsible and reliable, excellent team player
  • Great organisation, planning and prioritisation skills, with strong attention to detail
  • Commitment to providing world class service to valuable customers
  • Have a genuine passion for the online gaming industry, either as a customer or through work experience in the industry

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