German Speaking - Customer Service & Fraud Executive
Hireroo
- Sliema, Malta Island
- Permanent
- Full-time
- Support: Respond to emails, live chats and directly on Social Media; understand and follow various operational and regulatory processes, such as Know Your Customer (KYC), GDPR and account security best practices.
- Customer-oriented: You enjoy contact with customers and solving their problems.
- Monitoring: Monitor and maintain relevant risk triggers and act in accordance with policy and procedure; work closely with our Safer Gambling, Compliance, Marketing and CRM Teams when required.
- Recording: Ensure all actions are logged and accurately recorded for future reporting and/or audit needs.
- Escalation: Provide a layer of escalation to the Customer Support team and the wider company for responsible gambling queries.
- Interaction: Contacting customers to ensure that they are comfortable with their betting and gaming behaviour; paying attention to any signs or markers of harm.
- Collaboration: Liaise with the wider Customer Relations Team on a regular basis to ensure that any concerning behaviours identified through contacts are reviewed and dealt with accordingly. You will also need to liaise with all the relevant stakeholders and collaborate where necessary.
- Cooperation: Liaise regularly with the Customer Support Manager, the Responsible Gaming Team, the Compliance Manager and the Marketing Team.
- Fluent/native level German language skills (speaking, reading & writing).
- Excellent communication skills with fluent English.
- Experience in the field of online gaming and customer support can be advantageous.
- Flexibility, versatility and in a position to work in accordance with the demands of the business.
- Attention to detail is greatly required.
- Strong prioritisation, good decision-making skills, with ability to manage a high volume of tasks.
- Good relationship-building skills.
- Display knowledge/understanding of German regulations along with any other relevant regulatory bodies’ regulations.
- Compassion is essential to this role.
- Enthusiastic for team-working and passion for online gaming.
- Health & Dental Insurance
- Paid parking
- Wellness benefits (after completing probation)
- Development allowance/year (after completing probation)
- Regular company events
- Food and snacks at the office
- Performance bonus (after completing probation)
Equipped with profound industry insights and an extensive candidate network, we have earned the trust of globally recognised iGaming and fin-tech companies. Hireroo stands as the go-to partner for these industry leaders, collaborating on numerous local and global HR projects. We take pride in our role as talent partners, where we help attract and retain some of the brightest minds in the industry.