Multiple Group - Who are we?
Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.
The Role
As a Customer Support Agent, you will be the face of the brands you support- handling player queries via email and live chat during operational hours. You will play a key role in delivering exceptional customer service, maintaining high customer satisfaction, and ensuring a seamless player experience across our platforms. This role is available on a six-month fixed-term contract basis.
Key Responsibilities:
- Deliver a high standard of customer support via live chat and email.
- Monitor and address customer feedback to support continuous improvement of products and services.
- Collaborate with Fraud, Payments, and Compliance teams when required.
- Support effective communication and handovers with colleagues across shifts and departments.
- Promote the values, vision, and products of The Multiple at all times.
- Contribute to a proactive and customer-centric working environment.
- Build and maintain positive, professional relationships with customers and team members.
- Ensure accurate documentation of customer interactions and ongoing cases.
- Maintain high levels of customer satisfaction by resolving queries in accordance with company policies and procedures.
- Act as a liaison between customers and internal departments, ensuring issues are escalated and resolved efficiently.
Requirements:
- Previous customer-facing experience within the iGaming industry (mandatory).
- Fluency in English, both written and spoken.
- Strong customer-service orientation with a genuine commitment to delivering exceptional support.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work efficiently both independently and as part of a team.
- Strong organisational skills with attention to detail and accuracy.
- Positive attitude, professional demeanour, and customer-first mindset.
- Self-motivated, adaptable, and eager to learn and develop.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Candidates must be flexible to work a rotating schedule that includes morning, mid, and evening shifts.
Nice to have:
- Proficiency in one or more additional languages.
- Experience using customer support platforms such as Zendesk or similar ticketing systems.
- Experience working within a multi-brand and/or multilingual environment.
- Knowledge of responsible gaming, fraud prevention, and compliance processes within the iGaming industry.
What we Offer:
- Attractive remuneration package
- Health Insurance
- Wellness benefit (after probation)
- Optician/Spectacle and Blue Lens Benefit (after probation)
- Breakfast/lunch all week
- Monthly snacks allowance
- Training support
- Modern office facilities
- Dog friendly workplace
- Exciting Company Events
- Monthly beer Fridays
- Eur1,000 refer a friend bonus
- One day birthday holiday
You should not apply if...
- You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We`re looking for team members who will put in the work that others won`t.
- You cannot take constructive feedback.
- You can`t handle stress and pressure.
- You have the mindset of "Quick Money", this is a marathon, not a sprint.
- You do not embody our core values.
