Customer Service & Protection Agent – NL/EN

Are you a driven and passionate individual with great communication skills? If so, we are looking for an outstanding Customer Service & Protection Agent to join our team in Malta and strengthen our relationship with our ever-growing customer community in Belgium.

In this enticing role, you must be bilingual, with proficiency in Flemish/Dutch, and English. You will manage our multilingual customer base daily. Reporting to the CS Team leader, you will be the primary point of contact for our customers, providing comprehensive assistance through online chat, email, and telephone.

Responsibilities

Customer Service Agent:

• Aid our Flemish/Dutch and English-speaking customers with any required assistance.
• Communicate with customers via online chat, email, and telephone.
• Ensure high-quality service by assessing, troubleshooting, and escalating issues according to internal processes and procedures.
• Meet quarterly qualitative and quantitative personal and team targets.
• Conduct fraud, risk, affordability, and KYC checks to ensure optimized customer protection.
• Help ensure that customers bet responsibly.
• Make outbound calls for informative purposes, fraud, risk, and KYC checks.
• Assist the team with Responsible Gaming (RG) risk interventions as required by the RG Analyst.

Customer Protection:

• Monitor and analyze customer behavior to identify possible signs of problematic gambling and potential risks.
• Act as the primary point of contact for players seeking information or assistance related to responsible gaming practices.
• Engage with players in a supportive and empathetic manner to address their concerns and provide guidance.
• Utilize available tools and systems to detect patterns and intervene when necessary.
• Educate customers on responsible gambling practices and support those seeking assistance with self-exclusion or limits.
• Act as a resource for customers, offering information and guidance on responsible gaming initiatives.
• Document solutions comprehensively and communicate effectively to both internal teams and customers.

Requirements

• Native fluency in Flemish/Dutch, both written and spoken.
• Business proficiency in English is necessary.
• Attentive to customer expectations and committed to ensuring their satisfaction with all interactions with betFIRST.
• Empathy, understanding, and excellent communication skills.
• Dynamic, proactive, and passionate about staying updated on industry trends and developments.
• Relevant experience and/or knowledge in Responsible Gaming, Customer Service, or a related field is a plus.
• Strong technical aptitude and ability to troubleshoot complex issues.
• Ability to work collaboratively across departments to achieve common goals.
• Capable of understanding and fulfilling customer needs.
• Team player who is also comfortable working independently.
• Ability to set priorities effectively.

What you will get

• Working with a great team where collaboration, support and learning are our driving force.
• Working within a dynamic and fast paced industry.
• Competitive remuneration package and relocation support to Malta is available.
• Hybrid structure with the option to work remotely once a week.
• betFIRST office is situated in Ta' Xbiex, Malta. 
• Healthcare plan. 
• On the job training by skilled people who have sound experience in the industry.
• Multiple company events throughout the year, and fun team building events.
• Dedicated time for training through online platforms.

About Us

Founded in 2011, betFIRST is the leading online and largest retail sports betting operator in Belgium. Operating in Belgium with over 400 retail points of sale and a best-in-class online offering. betFIRST was acquired by Betsson Group in July 2023, including a partnership with Group Partouche to extend our casino portfolio of the Belgian market.

Our journey is guided by three key principles:

1) We foster a deep sense of belonging within our community, welcoming both customers and employees into the betFIRST family. With over 400 retail locations across Belgium, an online platform, and multiple initiatives to give back, we aim to create a warm and inclusive atmosphere.

2) Our commitment to taking responsibility extends beyond gaming, as we prioritize responsible gaming practices to ensure a secure and enjoyable betting experience for all.

3) We wholeheartedly embrace curiosity. Innovation and continuous learning are part of our DNA.

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