Customer Service Ambassador - English

4 Weeks ago • All levels • Operations

Job Summary

Job Description

As a Customer Service Ambassador at Casumo, you'll provide professional and friendly support to players across multiple platforms (live chat, email, social media, etc.). You'll handle player inquiries, resolve issues, and contribute to improving player experience. Collaboration with other teams (Player Protection, Sports, Payments, Loyalty) is essential. The role involves incident management, following procedures (GDPR, Gambling Regulations), and providing feedback. Career progression opportunities exist within the Engagement and Expert teams. Basic responsible gaming interactions and completing training sessions are also required.
Must have:
  • Live chat/Customer Service experience
  • Excellent communication skills
  • Problem-solving abilities
  • Target driven and eager to improve
  • Adherence to GDPR and gambling regulations
Good to have:
  • Sportsbook knowledge
  • iGaming experience
  • Fluency in other key market languages
Perks:
  • Private health insurance
  • Wellness incentives
  • Work From Anywhere
  • Office lunches
  • Professional development opportunities
  • Social events

Job Details

Casumo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us at Casumo, where you are invited to be your authentic YOU-MO!

Company Overview:

Welcome to Casumo, your passport to a world of fun, excitement, and responsible gaming. We're an international online casino company with a knack for creating unforgettable gaming experiences. Our secret sauce? A blend of innovation, security, and a dash of playful charm.
Nowadays, we're on the hunt for a Customer Service Ambassador - English to join our team!

Position Overview:

As a member of the Customer Service Ambassador team, you will be a part of a diverse and ambitious group of people responsible for navigating players throughout their adventure with us. You will begin your Ambassador journey in our Service team, where you will be responsible for onboarding, educating, and supporting our customers. This team is a springboard for growing into either our Engagement team, where you will be able to get creative and upsell our product, or our Expert team, where you will have the opportunity to dig deep, expand your knowledge and learn more about the complex sides of iGaming.

Responsibilities:

  • Listen and respond to our player’s needs and concerns and provide professional, friendly support at all times ensuring our players are our number one priority

  • Work in collaboration with other teams such as Player Protection, Sports, Payments and Loyalty

  • Contribute fresh new ideas, giving constructive feedback to constantly improve how we work and exercise your creativity

  • Support customers across multiple brands via live chat, email, social media, app stores and public forums

  • Assist management with day to day tasks, while expanding your knowledge and progression

  • Incident management and escalations through Jira and Slack and external providers to achieve rapid resolutions for players

  • Having basic responsible gaming interactions with players prior and liaising findings back to the relevant teams

  • Research and resolve players' concerns and issues to improve the player’s experience

  • Provide player feedback and own feedback to find solutions and create a better overall experience for the players

  • Complete requested tests and training sessions to build on own and team knowledge

  • Able to follow procedures and abide by GDPR and Gambling Regulatory Requirements




    Requirements:

  • Passionate about identifying customer needs and providing first contact resolution

  • Live chat or Customer Service experience Target driven and eager to consistently improve your personal performance

  • Excellent at communicating, patient and able to explain complex topics in a concise way

  • Ambitious, eager and ready to learn

  • A reliable, hard working person with a super positive attitude

  • Our core values align with your core values: Aspire, Believe & Care



Additional advantage:

  • Sportsbook knowledge

  • Live chat experience

  • iGaming experience

  • Fluent in any of our other key market languages (Swedish, Norwegian, Spanish, Finnish)




    Please note: As Casumo is an international company and English is our working language, we kindly ask you to submit your CV in English.



The Perks:

Being a part of the Casumo group provides an unparalleled experience. You’ll find yourself surrounded by the brightest minds within the most inspiring and collaborative office spaces! In addition to that, you’ll enjoy:

  • Private health insurance
  • Wellness incentives, including a fitness allowance and mental well-being services
  • 2 weeks Work From Anywhere (10 days), increased to 4 weeks (20 days) after longer duration of employment within the Company: explore the world while working remotely
  • Office lunches - three times per week
  • Access to some of the greatest tools and platforms for developing your professional skills and building success within your role
  • A range of training courses, known as Casumo College, for continuous learning and growth
  • Social events for building strong relationships with colleagues from all across the organisation

Our ABC values:

ASPIRE

At Casumo, "aspire" means pushing beyond the ordinary and transforming obstacles into stepping stones. Challenges are our breakfast of champions, and comfort zones are out of bounds. Mediocrity? Left behind. Our mantra? Dream big, aim high, and always be ready for the next adventure in innovation.

BELIEVE

Belief at Casumo isn't just a feel-good sticker; it's the glue that binds us. Turning "me" achievements into "we" victories, we're a tight-knit crew of dreamers, doers, and relentless supporters. With a high-five arsenal and a trusty cheerleading squad, we're on a mission to prove that together, we're not just strong; we're Casumo strong.

CARE

Care is our secret ingredient, the cherry on top of our game. It's not only about ensuring our players have a blast (responsibly, of course); it's about weaving a fabric of support so tight, even the toughest challenges can't tear us apart. From tailoring player experiences to being there for each other, we're all about creating memorable moments.

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About The Company

Founded in 2012 and headquartered in Malta, Casumo is an innovative, award-winning and mobile-first online gaming group, providing fun and safe casino and sportsbook products. Through innovation and excellence in technology and design, its growing portfolio of brands that includes Casumo and Dunder continues to disrupt the gaming industry. www.casumo.com www.dunder.com 


At Casumo, we are a passionate team of experts who are shaping the future of online gambling. We aspire not only to be an Employer of Choice but also the First Choice in iGaming. Our employees are the driving force behind Casumo's growth and success – we are more than just the sum of our individual parts. With physical Hubs in Malta, Gibraltar, Croatia, and North Macedonia, we offer a diverse and exciting work environment where you can make a real impact.


Driven by our core values of Aspire, Believe, and Care, we foster a hybrid work culture that empowers innovation, collaboration, and personal growth.


ASPIRE goes hand-in-hand with Casumo’s commitment to excellence and growth. Aim for the top – way beyond just business results.


To BELIEVE is to put your faith and trust in one another, show unwavering support to your colleagues, and unite as one.


CARE symbolises the deep commitment Casumo has to its players and employees.


Together, we’re writing the future of gaming. Interested in joining our adventure? Visit www.casumocareers.com.

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