Customer Account Specialist (German Speaking)

TL;DR

Customer Account Specialist (German Speaking): Proactive 1:1 customer outreach to boost lifetime value, retention, and engagement with an accent on outbound calls, personalized communication, and upselling. Focus on escalation handling for valuable customers and ensuring every interaction follows KYC, AML, and Responsible Gaming best practices.

Location: Malta (St Julian’s)

Company

hirify.global is a sports betting provider and iGaming company.

What you will do

• Proactively engage customers to maximize customer experience and long-term value.
• Conduct outbound calls and personalized communication (phone, email) to strengthen relationships, deliver tailored offers, and drive upselling.
• Find innovative ways to increase engagement, retention, and conversion potential across channels.
• Act as an escalation point for valuable customers when frontline support cannot resolve issues, providing solutions and ensuring a seamless experience.
• Ensure all interactions follow KYC, AML, and Responsible Gaming processes, escalating concerns when required.
• Deliver elevated personalized service across touchpoints with timely responses to customer needs.

Requirements

• German fluency is essential for connecting with customers in Germany.
• Strong communication in English (office language) for effective collaboration.
• Proactive, confident approach with comfort picking up the phone and reaching out to clients.
• Customer-centric mindset focused on understanding needs and motivations.
• Comfort working with data and insights using tools like Excel and Domo.
• Ability to follow KYC, AML, and Responsible Gaming best practices.

Culture & Benefits

• Indefinite contract and competitive salary.
• Private health, dental, private accident, sickness and life insurance.
• Relocation support to Malta.
• On-site childcare for children 3+ years old.
• Gym membership subsidy and sports incentive.
• Modern offices and team events (charity and gatherings).

Hiring process

• Application review by TA team.
• Interviews and role fit evaluation.
• Final decision and onboarding.