Customer Support Agent (iGaming)

TL;DR

Customer Support Agent (Dutch Speaking, iGaming): Respond promptly to customer inquiries via live chat and email, resolve complaints, handle account verification and KYC with an accent on player satisfaction and first contact resolution. Focus on collaborating with departments like Responsible Gambling and Fraud to address complex issues and enhance service delivery.

Location: Based in office in Barcelona, Spain

Company

hirify.global operates a portfolio of online casino brands including Lucky Casino, Happy Casino, and in-house game studio Swintt, expanding in regulated markets like Sweden, Finland, Spain, and others.

What you will do

• Respond promptly to customer inquiries via live chat and email, providing accurate information on games, promotions, accounts, and technical issues.
• Resolve complaints efficiently with first contact resolution in mind.
• Assist with account verification processes including KYC.
• Monitor player feedback, report issues, and suggest improvements.
• Collaborate with departments like Responsible Gambling, Fraud, Payments, and AML to resolve complex issues.
• Stay updated on industry trends, game updates, and company policies; participate in training and team meetings.

Requirements

• Native level of Dutch with a good level of English
• Proven background in customer support, ideally in iGaming
• Exceptional written and verbal communication skills
• High attention to detail
• Enjoy problem solving
• Ability to work well under pressure

Nice to have

• Experience in iGaming environment

Culture & Benefits

• Competitive salary
• Private health insurance
• Annual wellbeing benefit allowance
• Weekly breakfast
• Social events for team building
• Diverse and inclusive culture with career progression opportunities