Job Description
- Experience in the iGaming market
- Familiarity with customer retention strategies
- Knowledge of responsible gaming principles
- Understanding of anti-money laundering regulations
- Deliver exceptional customer experience for returning players
- Build relationships via phone
- Identify, prioritize, and resolve customer pain points
- Act as a customer advocate and escalate issues
- Ensure compliance with regulations
- Drive retention and identify reasons for churn
- Perform proactive outbound contacts
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 Julians, Malta + Hybrid
In this crucial role, you'll be instrumental in delivering an exceptional customer experience for our returning players. Ensuring their journey is seamless and enjoyable, all while navigating the strict regulatory landscape of the market.
By building relationships with the phone as your main tool, you'll be key in helping us unlock our full potential.
Your responsibilities will include:
- Elevating the experience: Carrying the voice of the customer, you'll ensure any and all pain points are identified, prioritized, resolved and improved using all means necessary.
- Being a customer advocate: You'll be a vital link between our returning players and various departments, providing support, escalating issues, and gathering feedback to constantly improve our services.
- Championing compliance: Collaborating closely with our Responsible Gaming, and Anti-Money Laundering teams, you'll ensure all processes are developed and executed within strict regulatory guidelines while having the customers experience as top priority.
- Driving retention: While utilizing existing strategies, you'll have significant scope to introduce new, creative methods to keep our returning players engaged and happy. As well as identify reasons for customers stop playing
- Proactive engagement: You'll perform frequent outbound contacts to our returning players, building strong relationships and anticipating their needs.
