Description

We’re looking for passionate, people-focused individuals with excellent communication skills to join our friendly, fun, and dynamic team at Rhino Entertainment. You'll bring positive energy to every interaction, assisting customers with a variety of queries.

As a Customer Experience Agent, you will be reporting directly to the Operations Team Lead. In this role you will play a key role in delivering outstanding service to our Finnish customers. You’ll support both Finnish and English-speaking customers via email and live chat, process withdrawals, and ensure a smooth and enjoyable experience throughout their journey with us.

No two days are the same in this role—and that’s exactly what makes it so exciting!

What your role will look like :

• Provide outstanding customer service through live chat and email in both Finnish and English
• Communicate directly with other teams and providers to solve customer queries in the most efficient way
• Provide an enhanced customer experience by swiftly and safely processing customers' withdrawals
• Contribute to team effort by achieving personal KPI’s to support departmental SLA’s.
• Escalate matters that require further attention from internal teams, ensuring timely resolutions
• Take ownership of customer cases that cannot be resolved at the point of contact and see them through to full resolution
• Process KYC and documentation, and conduct any enhanced due diligence when required
• Provide insight into current customer feedback and help shape our systems, processes, FAQs, and Knowledgebase within Operations and wider Country Management
• Maintain a customer focused approach by consistently prioritizing the player experience
• Any ad/hoc queries required by business such as analysing customer contact trends and patterns, and providing context around these

Requirements

• Fluent in written and spoken Finnish and English
• Prior experience in customer facing or a similar role within iGaming will be considered an asset
• Analytical and problem-solving skills
• Acquires high levels of adaptability and flexibility
• Demonstrated ability to work well under pressure and multitask
• Strong organisational and time management abilities
• Passion for delivering an outstanding customer experience
• Collaborative mindset, with the ability to work effectively within teams and across departments
• Willingness to work shifts

Benefits

**Working for Rhino includes plenty of perks.

What we offer:**

• Competitive salary based on your knowledge & experience
• Quarterly performance bonus split on personal objectives and company performance
• €500 Yearly Wellness & Mindfulness allowance to support an active lifestyle
• Flexibility & a work-life blend through our Hybrid Working environment
• Work from anywhere with our 30 days “overseas working”
• Diverse, dynamic, fun environment with happy and helpful colleagues
• Learning & Development opportunities to invest in your personal development
• Fresh fruit, healthy snacks & food are available at the office everyday - and of course, good tea & coffee
• Free parking, table tennis, lounge area, plenty of meeting rooms and sea views at our ergonomic office
• Regular social events to strengthen long lasting relationships
• Enjoy a “Me Day” on your birthday
• Paid time off, including extra days for special life events
• AXA Private Hospital & Dental Insurance Coverage
• Form an active part of our talent acquisition, with our Referral Bonus
• And to top it off, a great culture!

**Join us at Rhino Entertainment and unleash your full potential in a vibrant and rewarding career! 🎉

Our Story

**Rhino Entertainment Group is a fast-growing online gaming operator that was founded in 2020. Winner of the EGR Rising Operator of the Year Award 2023 and iGaming Idol Employer of The Year Award 2023 and is a company which operates a multi-brand strategy. Rhino group is committed to providing its players with the best possible gaming experience supported by a cutting-edge gaming platform.

**Our Culture

**“We are a community of passionate, committed, driven and fun-loving people who are united by a shared mission to deliver world-class entertainment to our players in a vibrant and dynamic environment. Our culture identity is rooted in our curiosity, our sense of community and unwavering drive for success. We cherish each person’s unique qualities and contributions, and we encourage our team members to take ownership, think creatively, find solutions and enjoy the process of achieving our goals!”

**DEIB

**

We are proud to have so many diverse backgrounds, cultures, perspectives, and ideas represented within our Rhino community, which fuels an authentic workplace and a strong sense of belonging. This broad spectrum helps us achieve a supportive working environment where everyone can make the best use of their skills, free from discrimination or harassment. Diversity goes hand in hand with promoting equal opportunities for all current and future employees and at Rhino, we are committed to ensure fairness in our recruitment process.

**How We Work

**At Rhino we very much believe in supporting flexible working arrangements! By blending working from our vibrant offices and using the latest tech to work from home, through our Hybrid Working environment, we firmly believe that we can create an effective, balanced, and collaborative working experience to help us achieve our goals