Customer Service Agent NL/EN (Igaming)

TL;DR

Customer Service Agent (NL/EN): Give players detailed high-quality responses via email, phone, or chat on the game platform with an accent on C2 level Dutch and English interactions. Focus on registering, monitoring, resolving player requests, achieving KPIs, and reporting technical issues.

Location: Hybrid in Bucharest, Romania (maximum 3 days remote/week, at least 2 days/week in offices at AFI TECH Park)

Company

International leader in land-based and online games of chance (casino, sports betting, poker) with 30 years history and 1600 employees worldwide.

What you will do

• Provide detailed responses to player questions or requests via email, phone, or chat in C2 Dutch and English.
• Register, monitor, and resolve player requests and issues on the game platform.
• Evaluate requests and transfer to other services when needed.
• Achieve individual and team KPIs set by management.
• Preanalyze and report technical issues following incident management procedures.
• Adapt to various schedules for 24/7 support coverage.

Requirements

• Fluent in Dutch and English (C2 level), both written and spoken
• Professional experience in customer service, preferably online or service industry (casino, gaming, hospitality)
• Good command of IT tools (Word, Excel, Outlook) and online communication/ticket systems
• Strong writing skills and customer-oriented mindset
• Empathetic and diplomatic approach

Culture & Benefits

• Unique experience centered on values of pleasure, team spirit, performance, boldness, and integrity
• Contribute to international development of a family-owned company
• Friendly work environment with leadership based on talents, values, trust, and autonomy
• Internal mobility for progression and specialization
• Competitive salary package linked to Romanian market