Customer Support Agent

  • Basis:  Full-Time
  • Closing Date:  16 Apr, 2023
  • Job Ref:  KMP-80282

Job Description

FansUnite, based in Sliema, Malta is currently looking to recruit exceptional candidates to join the Customer Support team as a Customer Support Agent. Here at FansUnite, we believe that we work better when we are all working together.

Are you a people person with a genuine passion for customer care? Are you someone who has a positive, can-do attitude, looking to work within customer support on a shift rotation basis?

Does the world of sports, casino, live casino and esports excite you? Do you like to thrive on challenges and wish to participate in our collective effort in providing the best possible customer experience? If so, then we at FansUnite invite you to join our family on our exciting journey.

About us
FansUnite is a sports and entertainment company, focusing on technology related to regulated and lawful online gaming in sports, esports and casino. In addition to providing underlying technology, FansUnite operates multiple growing B2C brands in global jurisdictions. FansUnite adds value by acquiring and growing its gaming portfolio with high-growth assets in new or developing markets.

FansUnite is an iGaming industry leader that combines our love of sports and esports with the regulated iGaming space. Having introduced the first esports daily fantasy site in 2012, we have developed a full suite of sports and esports-first iGaming products and the future is looking bright.

The role
As a Customer Support Agent, you will play a key role in our mission to offer customers the ultimate gambling experience ever. You will be part of our small, but slowly growing, close-knit team providing first-class support to customers in both English and other native languages.

We provide 24/7, 365 days a year customer support for our clients.

Our Customer Support team works on a shift rotation basis, including night shifts and weekends, five days a week with two off days.

This vacancy is based in our offices in Sliema, Malta and offers potentially exciting career opportunities to use your passion for customers in an online gambling environment.

What you will do

  • Support your colleagues, both office-based and remotely in various parts of the world, and contribute to a great family team atmosphere.
  • Deliver high-level customer support via live chat and email in both English and native languages, for our UK brands.
  • Guide customers and provide technical support through desktop and / or mobile devices to assist them in using our services and products.
  • Share knowledge, contribute to team projects, and identify innovative practices that improve customer support activities.
  • Strive for first-contact resolution and customer satisfaction.
  • Acquiring a good understanding and knowledge of our products, including the specific functions of sports betting, casino, live casino, and esports, as well as the tools used for each product.
  • Assisting other departments with document verifications, responsible gambling tools, payment processes and bet placement / settlement enquiries to ensure a positive, enjoyable, and safe gambling experience for our customers.
  • Creation and maintenance of standard responses to frequently asked questions and upcoming situations.
  • Being up to date with sporting events, promotions, competitions, and exclusive offers that we promote to our customers.
  • Working rotating shifts to manage the customer support workload.
  • Respond promptly to incoming communication with an elevated level of diligence.
  • Contribute actively to the improvement of our customer experience.
  • Report customer issues to the Head of customer support and relevant internal departments where applicable.
  • Offer exceptional and initiative-taking customer service, which exceeds all customer / player expectations

Who are we looking for?
Candidates with a great professional attitude, cheerful outlook, hardworking ethic, humble and without ego, who demonstrate respect and kindness, with a good sense of humour and a real passion for customer service.

This job is for you if

  • You can work in Malta without the requirement of a work permit.
  • You have proven experience in a customer service environment.
  • Proven knowledge and experience of the UKGC framework and regulations, MGA, and Others (preferable and considered a plus).
  • Can demonstrate flexibility and reliability in shift work schedules.
  • A proven collaborator with a can-do attitude.
  • You have a genuine passion for Sports and iGaming and a willingness to learn.
  • You have excellent written English skills at a native level.
  • You have excellent communication and people skills.
  • You have excellent computer literacy skills and can handle multiple chats / emails in a challenging environment.
  • You are customer service-focused.
  • You are result and target focused.
  • You have a keen sense of initiative and creative flair.
  • You are dependable.
  • You are enthusiastic and committed.

What can you expect?

  • A competitive salary within the market industry.
  • Private health insurance.
  • Flexibility and occasional remote working arrangement after successfully passing the probationary period.
  • Potential career development opportunities in a growing organization.
  • Online e-learning with iGaming-specific topics and subjects.
  • The opportunity to work in a friendly, fun, and family atmosphere.