Customer Service Agent

Overview & Purpose:

We are seeking a proactive and commercially aware Customer Service Agent to join our dynamic iGaming team. This individual will deliver exceptional customer support while ensuring strict compliance with MGA regulations and company standards. The role requires balancing customer satisfaction with regulatory obligations, applying sound judgment to protect both the player experience and the integrity of the business.

The ideal candidate is passionate about helping others, thrives in a fast-paced environment, and demonstrates strong decision-making skills that align with our values and vision.

They will handle queries, resolve issues efficiently, escalate appropriately and contribute to retention strategies.

Key Responsibilities:

• Provide World-Class Service: Deliver exceptional customer service to players across agreed communication channels including email and live chat.
• First Contact Resolution: Strive for immediate resolution of all player queries and concerns, aiming for satisfaction on first contact.
• Handle Player Queries: Manage incoming player queries, ensuring responses are timely, professional, and aligned with company service standards.
• Monitor Player Satisfaction: Keep track of player engagement and satisfaction, ensuring their experience is continually enhanced by identifying improvements and making recommendations to the Team Lead.
• Internal Collaboration: Work closely with senior agents, managers, and other departments to resolve player-related issues and escalate when necessary.
• Player risk & compliance: Maintain awareness of player activity and requests and proactively identify and escalate any potential issues to ensuring operational continuity and compliance throughout each shift.
• Quality Assurance: Ensure all communications with players meet the highest quality standards and comply with company policies and procedures.
• Documentation and Reporting: Ensure all player interactions and feedback are accurately documented and reported in internal systems, following company protocols.
• Perform quality assessments on all player interactions and identify areas for improvement, player trends with the vision of improving service delivery. 

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties to achieve business objectives.

Essential Criteria:

• Minimum of 2 years + experience within Customer Service in igaming industry, specifically in Customer Support or Compliance-related functions.
  
• Minimum of 1 year + experience within a MGA regulated customer service environment
• Regulatory Knowledge & understanding: Demonstrated understanding of Malta Gaming Authority (MGA) regulatory framework, including compliance standards, operational guidelines, and reporting
• Proven ability to manage multiple tickets and prioritize effectively in a fast-paced environment.
• Problem-Solving: Proven capability to identify compliance gaps and propose practical solutions aligned with MGA requirements.
• Demonstrated ability to apply sound judgment in balancing customer experience with regulatory compliance, ensuring retention strategies are commercially viable while adhering to all applicable requirements.
  
• Demonstrated ability to assess risk and apply sound judgment
• Excellent communication skills for clear and professional interaction with players and internal stakeholders.
• Ability to work independently and make suggestions  aligned with compliance and operational standards

 Desirable Criteria:

• Advanced Regulatory Knowledge: In-depth understanding of MGA compliance frameworks, including recent updates, audit processes, and reporting obligations.
• Cross-Jurisdictional Exposure: Familiarity with other regulatory environments (e.g., UKGC, Curaçao, Anjouan) to support multi-market operations.
• Technical Competence: Experience with iGaming platforms, CRM systems, and compliance monitoring tools.
• Analytical Skills: Ability to interpret regulatory data, identify trends, and recommend proactive compliance measures.
• Process Improvement Mindset: Proven track record of streamlining workflows or implementing compliance best practices.
• Stakeholder Engagement: Strong interpersonal skills for liaising with regulators, internal teams, and external partners.
• Training & Mentorship: Experience in coaching or training colleagues on compliance and MGA standards.
• Language Skills: Additional languages relevant to target markets (e.g., English + European languages) for regulatory communication.

Person Specification:

Skills & Competencies

• Strong problem-solving ability and sound judgment in high-pressure situations.
• Excellent attention to detail and accuracy when working through multiple tasks.
• Ability to interpret and apply regulatory requirements effectively.
• Strong communication skills for clear escalation and stakeholder engagement.
• High level of integrity and commitment to compliance standards.

Attributes

• Proactive and adaptable in a fast-paced, dynamic environment.
• Resilient under pressure with the ability to prioritize competing demands.
• Collaborative team player with a willingness to share knowledge and support others.
• Professional demeanour and commitment to ethical practices.

Reporting:

• This role will report directly to the Customer Support Team Lead.