Customer Service Agent - English Speaker (Night Shift)
Location: Sliema, Malta
Contract Type: Full Time Permanent
Job Reference ID: 11529
ApplyAt FDJ UNITED we offer our 33 million players worldwide a broad range of entertaining and responsible gaming experiences with iconic brands like Loto, EuroMillions, Unibet, 32Red and Maria Casino. Our legacy business offline and online lottery games remains the Group’s primary revenue source. We also operate a strong portfolio of online products, including sports and horse-race betting, poker and casino games in regulated markets. In a fast-changing, opportunity-rich environment, our strategy is focused on sustainable, profitable growth with player protection at its core.
Turning skills into thrills
- Customer centric mindset
- Business Acumen
- Stakeholder Management
- Strategic Thinking and Commercial Awareness
- Adaptability & Market Sensitivity
- Revenue Growth & Profitability
Turning skills into thrills
United by our three values
Passion to succeed
Striving for excellence and beyond
Accountability
Taking ownership and upholding high standards every day
Collective Spirit
As one team, we achieve more
Customer Service Agent - English Speaker (Night Shift)
The role
As a FDJ UNITED Customer Service Agent, you will be one of over 200 agents across the globe who support the customers of our 9 brands worldwide. You'll have the opportunity to engage with our customers from all over the world, assisting them with their inquiries and ensure their satisfaction by offering our customers the best gambling experience ever!
Whether through live chat, email, or other digital platforms, you'll play a crucial role in building and maintaining positive customer relationships. In this role, English speaking CS Agent will use a translation tool to support different customers via live chat.
The role requires patience, empathy, and excellent problem-solving skills, as well as the ability to remain calm and professional in challenging situations. If you're a tech-savvy, customer-oriented individual, with excellent communication skills and a passion for providing top-notch service, then this online customer service vacancy could be the perfect fit for you.
This vacancy is based in Malta and offers great career opportunities to use your passion for customers in an online gambling environment. Please note that we do not offer visa sponsorship for this position.
What you will do
- Deliver customer support in Dutch and English across LiveChat (70%), e-mail and telephone
- Cover multi markets, using the translation tools available
- Guide players through the website &/or Mobile App platform assisting them in using our services and products
- Share knowledge, contribute to team projects and identify innovative practices that improve customer support activities
- Work closely with other departments including Player Safety, Payments and CRM to ensure a positive and safe gambling experience
- Speak on behalf of customers by providing useful feedback on their experiences
- Support your colleagues and contribute to a great team atmosphere
How will success be measured in this role
- Contact quality; demonstrating empathy, reaching a resolution, strong communication and friendliness
- Number of contacts handled
- Product knowledge
- Team contribution and extra tasks
- Regular performance reviews with your line manager
- Acting in line with FDJ UNITED values
- Successful completion of all relevant training and other compliance activities that support FDJ's sustainable and responsible growth
Your experience
- Fluency in English, spoken and written is essential
- Responsible, and reliable team player
- Experience of complex problem solving
- Ability to multi-task in a fast-paced environment
- Good understanding of basic internet and technical concepts
What we can offer you!
€500 per year Well-being allowance
️ 24 days holiday (+ public holidays)
Subsidised meals
Flexible Hybrid working (Office/home)
6 weeks fully remote working
Anniversary awards
⚕️ Private Health Insurance
Dedicated Career Development Plan
Friendly Atmosphere in a fantastic office
Testimonials
-
Luke Camilleri
I love to be part of a team that truly lives its values; supportive, forward-thinking, and united by purpose. It’s more than just a workplace, we're a community that challenges you to grow, values your individuality, and empowers you to make a real impact. Its culture celebrates diversity, drives innovation, and makes everyday inspiring!
Natalie Spires
Senior Commercial & Strategy Project Manager
United Kingdom -
Marc Van Haezendonck
Being a people manager and using my coaching skills to consistently improve the customer service skills of my team, makes our customers satisfied and myself a happy employee.
Marc Van Haezendonck
Customer Service Team Manager
Malta -
Every day, I stay close to our restaurant clients to understand their challenges and turn their needs into solutions that genuinely help their business grow. It’s this human connection that motivates me the most.
Lorenzo Reali
Account Manager
FranceLorenzo Reali
A European gaming champion
FDJ UNITED is a European leader in betting and gaming, trusted for its iconic brands and technological strength across around 15 regulated markets. We’re rapidly digitising our lottery business and expanding our sports-betting footprint, creating exciting opportunities to build the next generation of player experiences. Here you’ll work on high-impact projects: modernising platforms, scaling data-driven personalisation, and developing tools that both delight customers and protect them. Our goal is to strengthen customer relationships through smarter identification and insights. That means meaningful, purpose-driven work, from customer service to marketing, product design, compliance and more. All within an international, innovation-focused environment. We are shaping the future of gaming, join us!
Benefits
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