Dutch Speaking Customer Experience Agent

1 Week ago • All levels • Operations

Job Summary

Job Description

ComeOn Group seeks a Dutch-speaking Customer Experience Agent to provide exceptional service to players. Responsibilities include resolving customer queries via calls, live chat, and email; taking ownership of complex cases; collaborating with other teams; processing withdrawals and KYC/due diligence; conducting security checks; contributing to team KPIs and SLAs; and providing feedback to improve systems and processes. The ideal candidate is fluent in Dutch (written and spoken), has a keen interest in sports and casino, possesses strong analytical and problem-solving skills, and can adapt to shift work (including nights). Customer service experience is a plus.
Must have:
  • Fluent Dutch (written & spoken)
  • Excellent communication skills
  • Problem-solving skills
  • Adaptable to shift work
  • Resolve customer queries
Good to have:
  • Customer service experience
  • Interest in sports & casino
Perks:
  • Competitive remuneration & bonus
  • Team & company events
  • Work-from-home bonus
  • Hybrid work arrangement
  • Remote work days
  • Wellbeing allowance
  • International health insurance
  • Office breakfast & lunch

Job Details

Description

ComeOn Group in short

Founded in 2008, ComeOn Group is a leading global player in the rapidly growing iGaming market. Having launched its first online brand in 2010, ComeOn Group is running a wide range of exciting brands across multiple markets. Managing a multi-brand portfolio on its proprietary platform, offering a secure, innovative, and entertainment-driven player experience in both casino and sports. ComeOn Group is an international employer within the iGaming industry and has over 500 talented employees across 7 main locations.

Location: St. Julian’s, Malta (Hybrid)

Here at ComeOn Group, we don’t settle for ‘OK’. We strive to offer the best possible customer experience to our entire base of loyal customers. That means having best in class customer experience to be able to solve queries, enhance and exceed all expectations our players have. This isn’t your typical CX role, you will be taking things to the next level!

We are looking for passionate, people-centric individuals with great communication skills, to join our friendly, fun and creative team. Sounds like you? Read on...

You will become an expert on our sportsbook and casino brands and service possible. Directing your positive energy to all calls, chats and emails, assisting our customers with any queries they might have, daily. No day is the same in this role and that's what makes this role exciting.

Don’t you hate it when it’s tough to get a straight answer? So do we! And that's the reason why you as our Customer Experience Hero, will be a one stop shop for all service, account and payments related needs of our players.

Sharing your ideas to keep improving our system, and making sure we stay on top of the game is important to us, so providing valuable feedback to Team Leaders and Country Managers and keeping the Knowledge base fresh is a significant part of your role.

Responsibilities:

  • Resolve customer queries via calls, live chat and email
  • Take ownership of customer cases that cannot be resolved at the point of contact and see through to full resolution
  • Communicate directly with other teams and providers to solve customer problems in the most efficient way
  • Approve customer withdrawals upon request from the player
  • Process KYC and documentation, conduct any enhanced due diligence required
  • Run daily security checks including reports on new customer accounts and payment transactions to protect the business from technical issues and abuse
  • Contribute to team effort by achieving personal KPIs to support departmental SLAs
  • Provide insight into current customer feedback and help shape our systems, processes and self-service outlets, such as our FAQs and Knowledgebase, both within CX and the wider Country Management
  • Ad hoc tasks as required by the CX Management such as analysing customer contact trends and patterns, and providing context around these


About You:

  • Fluent knowledge of Dutch- both written and spoken
  • A keen interest in sports and casino
  • Analytical and problem-solving skills
  • Able to adapt to shift work (including Night-Shift)
  • Customer service experience is considered a plus
  • Able to multitask

Development & Growth:

At ComeOn Group, we are committed to your continuous growth. With the ComeOn Academy Programme, you will have the opportunity to expand your knowledge in key areas such as escalations, fraud, compliance, commercial, and product. This programme is designed to foster your career development, providing you with the tools and insights needed to grow into a more versatile, well-rounded professional. We prioritise investing in your potential, helping you thrive in your current role while opening doors to more opportunities within ComeOn Group.

So what can you expect from ComeOn as a place of work?

  • A competitive remuneration package including a company bonus scheme! 💰
  • Fantastic quarterly team events and weekly company events 😎
  • A one-time bonus to help you set up a comfortable workstation at home (we’re truly Hybrid!)
  • On top of our Hybrid work arrangement, up to 40 days a year to work fully remote from anywhere 🌎
  • Wellbeing allowance
  • A comprehensive, International Private Health Insurance
  • Breakfast at the office on Tuesdays
  • Lunch at the office on Mondays and Wednesdays

At ComeOn, we've embraced a Hybrid Work model, giving our employees the flexibility to work some days at home. Our offices are thoughtfully designed to support this model, featuring practical workspaces for focused efforts and collaborative zones for dynamic creative exchanges. We believe in the power of collaboration to drive innovation and success. While our offices are known for their vibrant atmosphere, rest assured that our primary focus is on achieving results together. We prioritize efficiency and maintain a balance between hard work and camaraderie. When you visit our offices, expect a warm welcome and professional support. Choose ComeOn for your next career move, and experience a workplace that values productivity, teamwork, and the spirit of collaboration.

At ComeOn Group we value diversity and we take concrete action to ensure fairness in our recruitment process. We are committed to assessing candidates on their merit without discriminating against any applicant for whatever reason that is protected by law. We truly value you, as you are.

Want to know more about us just visit our website www.comeon-group.com or any of our social media channels to take a deep dive into our culture!

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About The Company

Founded in 2008, ComeOn Group is a leading global player in the rapidly growing iGaming market. Having launched its first online brand in 2010, ComeOn Group is running a wide range of exciting brands across multiple markets. Operating more than 20 brands on its proprietary platform providing a secure, innovative and entertainment-led player experience across casino and sports betting. ComeOn Group is an international employer within the iGaming industry and has over 500 talented employees across 7 main locations.


So - what can you expect from ComeOn as a place of work?


At ComeOn, we have adapted a Hybrid Work model which means that we offer our employees an option to pick their workstation for the day. Want to work from the office a few days a week and some days from home? That’s totally fine with us! ComeOn is known for their inviting and vibrant offices that offer creative areas for collaboration and desk set-ups designed for a Hybrid Work model. When you visit one of our offices you will always be welcomed by a friendly face that will take good care of you. It’s our curiosity that drives our innovative business forward and we work hard in a #runtogether spirit and we always make sure to top it up by #havingfun!


The ComeOn Moment


That moment when right before the roulette ball stops, or during when the penalty shoots out in the world cup final, when time slows down, when every heartbeat can be felt, when you think, whisper or scream ComeOn, ComeOn, ComeOn!


You don’t have to be a gambler to work at ComeOn Group, but you have to understand the power of having something at stake, with the potential to win or lose. We have all experienced this, if not with money on the table, maybe it was our hearts!

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