Dutch Speaking Customer Experience Specialist

BettingJobs is working with a long-standing, and successful iGaming operator is looking to expand is customer experience team in Malta. They are looking for a Dutch Speaking Customer Experience Specialist to join their team.

Responsibilities:

• Deliver professional, empathetic, and efficient customer support via live chat, email, and inbound/outbound calls.
• Review and process player withdrawal requests accurately, ensuring adherence to internal timelines and procedures.
• Verify player identification documents to confirm account authenticity, prevent fraud, and ensure regulatory compliance.
• Act as the first escalation point for complex queries that cannot be resolved through standard processes.
• Support and guide junior team members by assisting with complex cases and sharing best practices.
• Serve as a point of contact for specific brand features or localized market requirements.
• Identify recurring customer pain points and contribute ideas to improve the Knowledge Base and AI-driven support tools.
• Take ownership of ad hoc tasks as required to support team and business needs.

Requirements:

• Fluent written and spoken Dutch and English.
• Minimum of 12 months' experience in online customer support (e.g., iGaming, Fintech, or similar industries).
• Strong collaborative mindset with the ability to contribute positively within team environments.
• High attention to detail with a "detective mindset" for identifying issues and inconsistencies.
• Excellent multitasking and problem-solving abilities.
• Comfortable working shift patterns, including potential night shifts.
• Interest in using AI tools and technology to improve efficiency and support quality.
• Strong communication skills and a proactive, solution-oriented attitude.