Customer Support Representative

Location: St Julian's, Malta
Employment Type: Full-Time (up to 40 hours/week)
Shift Structure: 24/7, 365 days/year (Fixed Day or Night Shifts)

About the Role:

Our client, an operator in the online casino industry, is seeking motivated and customer-focused Customer Support Representatives to join their international team. This role is essential to ensuring a smooth and positive experience for players engaging with their casino brands. The ideal candidates will possess excellent English communication skills and a genuine passion for helping others.

Key Responsibilities:

• Respond to player queries through live chat, email, and/or ticketing systems in a timely and professional manner.
• Assist customers with a wide range of issues including account access, payments, bonuses, game queries, and responsible gaming support.
• Accurately log and categorize all interactions while following internal processes and escalation protocols.
• Stay informed about ongoing promotions, terms, and brand-specific updates.
• Proactively report bugs, recurring issues, or suspicious activity to relevant teams.
• Uphold high standards of service and contribute to a positive player experience.

Shift Details:

• The support operation runs 24/7, 365 days a year.
• The team is divided into two groups: those working Day Shifts and those working Night Shifts.
• Candidates will be assigned to one of these shift types.
• Work is limited to a maximum of 40 hours per week, with availability for weekends and holidays required on a rotational basis.

Candidate Profile:

• Fluency in English (spoken and written) is essential.
• Previous experience in customer support, ideally within the iGaming sector, is preferred.
• Strong interpersonal skills and a customer-first mindset.
• Confident working independently in a fast-paced environment.
• Basic technical understanding and troubleshooting ability.
• Reliable, flexible, and willing to work evenings, weekends, and public holidays depending on shift assignment.