Gaming Innovation Group

Customer Service Analyst, English Speaking

Gaming Innovation Group

full-time

Posted on:

Location Type: Hybrid

Location: St Julians • Malta

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Job Level

Junior

About the role

  • You will be the First Point of Contact for players, balancing high-speed efficiency with deep empathy.
  • Deliver First Contact Resolution (FCR): We don’t just forward the queries. You’ll use your training to solve issues on the spot, ensuring players leave satisfied and clients stay confident in our service delivery.
  • The Triple-Threat Workflow: You will manage a steady flow of Live Chats and Emails while simultaneously processing CDD/KYC documentation (IDs, Proof of Address, Bank Statements).
  • Vigilant Guardian: You are our eyes and ears. You will identify indicators of Responsible Gaming (RG) concerns, financial distress, or signs of addiction, as well as identify player frustrations, technical bugs, and service gaps. You don't just solve the ticket; you gather the clues we need to improve and keep our B2B clients ahead of the curve.
  • Operational Excellence: You’ll maintain high standards across key metrics including CPUT (Chats Pick Up Time), EPUT (Email Pick Up Time), DHT (Documents Handling Time), CSAT (Customer Satisfaction), and Quality Assurance (QA) to ensure we remain compliant with strict licensing requirements.

Requirements

  • The Communicator: You have a mastery of written and verbal English. It’s a plus if you also speak Swedish, Norwegian, Finnish, or Spanish.
  • The Investigator: You have a natural “eye for detail.” You can spot a suspicious document or a bonus abuser from a mile away.
  • The Emotionally Intelligent: You can handle sensitive conversations calmly and with professional empathy.
  • The Multitasker: You’re eager to master and comfortably use Slack, Jira, and LiveAgent, and our internal Player Account Management system (PAM).
  • The Team Player: Even when working hybrid or remotely, you contribute to our “family bond,” supporting your peers during busy shifts.
Benefits
  • - Great career development opportunities
  • - Hybrid working model
  • - International Health Insurance
  • - Health and Wellbeing Package (350 EUR per year)
  • - Birthday Day Off
  • - Me Time - 1 day off per year
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
First Contact ResolutionKYC documentationResponsible GamingCustomer SatisfactionQuality AssuranceAttention to detailMultitasking
Soft Skills
empathycommunicationinvestigative skillsemotional intelligenceteamwork