Gaming Innovation Group

Customer Service Apprentice, English Speaking

Gaming Innovation Group

contract

Posted on:

Location Type: Hybrid

Location: St Julians • Malta

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Job Level

Entry Level

About the role

  • - Primary Support & FCR: Act as the first point of contact, resolving player inquiries on the first interaction to maintain high CSAT and B2B client trust.
  • - Workflow Management: Multitask across Live Chat, Email and KYC/CDD verification (ID and financial document processing) in a fast-paced environment.
  • - Insights & Advocacy: Identify and escalate Responsible Gaming (RG) concerns, technical bugs and player feedback to drive product improvements.
  • - KPI Adherence: Meet departmental targets for CPUT, EPUT, DHT and Quality Assurance to ensure full regulatory and licensing compliance.
  • - Crisis Handling: Manage sensitive escalations and high-stress player interactions with empathy and professional composure.

Requirements

  • - Communication: Mastery of written and verbal English; proficiency in Swedish, Norwegian, Finnish or Spanish is a plus.
  • - Analytical Mindset: Strong attention to detail with the ability to detect fraudulent documentation, bonus abuse and behavioural patterns.
  • - Emotional Intelligence: Ability to remain calm and empathetic while managing high-pressure or sensitive player queries.
  • - Technical Aptitude: Proficient in (or eager to learn) LiveAgent, Jira, Slack and internal PAM systems.
  • - Adaptability: A collaborative team player who thrives in a remote/hybrid environment and supports peers during peak periods.
Benefits
  • - Great career development opportunities
  • - Hybrid working model
  • - 6 months contract
Applicant Tracking System Keywords

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

Hard Skills & Tools
KYCCDDfraud detectionbonus abuse detectionbehavioral pattern analysis
Soft Skills
communicationemotional intelligenceattention to detailempathyadaptability