About Blixx Gaming:
Blixx Gaming, part of the HappyHour portfolio, is a team of dedicated industry professionals with a mission to deliver supreme user experience for all players. As a small and agile team, each member brings years of industry insight and a relentless pursuit of excellence.
About the role:
We are seeking passionate individuals to join our team as a Player Experience Specialist. In this role, you will be the frontline ambassador of our brand, providing world-class support to our players through chat and email, whilst being offered opportunities to learn and do more than your usual customer service job.
Key Responsibilities
Deliver Exceptional Service: Respond promptly and professionally to player inquiries over live chat and email, demonstrating empathy, warmth, and a solutions-focused approach.
Resolve Issues Efficiently: Investigate, analyse, and resolve customer issues effectively, aiming for first-time resolution wherever possible.
Manage Sensitive Processes: Handle KYC (Know Your Customer) duties, withdrawal processing, document verification, and other payments and compliance-related tasks with attention to detail and confidentiality.
Promote Player Safety: Recognize signs of responsible gambling and risk-related concerns during interactions, escalating and addressing them as needed.
Collaborate for Solutions: Work closely with internal and external teams to find effective resolutions to player challenges and contribute insights for product improvement.
Enhance Player Engagement: Identify opportunities to cross-sell or promote additional features and services in a natural and customer-first manner.
Monitor and Escalate Risks: Stay alert to suspicious activities or patterns and escalate these promptly in line with company procedures.
Adapt and Contribute: Show flexibility in handling tasks beyond customer support, assisting with projects or initiatives aimed at improving the overall customer experience.
Qualifications:
- Experience in Customer Service or a similar iGaming role.
- Fluent in Finnish and English (Estonian is a plus).
- Strong analytical skills to address player concerns and ensure well-being.
- Confident handling challenging conversations with tact and professionalism.
- Solution-oriented, proactive, and a collaborative team player.
- Eager to learn and take on new challenges.
- Flexible and adaptable to shifting priorities and tasks.
- Willing to work shifts, including weekdays and weekends, between 7 am–1 am CET.
Benefits and Perks:
- 30 days of holidays
- Health insurance
- Career opportunities
- 600 Euros Learning & development allowance
- Modern office space in the heart of St. Julian’s
Location:
Hybrid. Candidates need to be based (or willing to relocate) in Malta.
Avril Morin