Finnish Speaking Customer Service Agent

The role

FDJ UNITED operates in a highly regulated and increasingly complex industry where trust and reputation play key roles in achieving sustainable growth.

As a FDJ UNITED Customer Service Agent, you will be one of over 200 agents across the globe who support the customers of our 11 brands worldwide. You'll play a key role in our mission to transform gambling by being a trusted source of entertainment that contributes positively to society by offering our customers the best gambling experience ever!

This vacancy is based in Malta and offers great career opportunities to use your passion for customers in an online gambling environment. We offer work in a shift system - 5 days a week between Monday and Sunday.

As a listed and regulated company, FDJ UNITED pays great attention to player safety and sustainability. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% of revenue is derived from harmful gambling.

What You will do

• Deliver Finnish and English language customer support across LiveChat, email and telephone
• Enable our players with quality solutions in a timely, personal and professional manner that exceeds the customers' expectations
• 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
• Ensure that you adhere to the Governance, Risk & Compliance (GRC) obligations for your role.
• Identify and raise any non-compliance incidents promptly to your line manager.
• Challenge processes, policies and projects that will negatively impact compliance within the Group.
• Complete all mandatory compliance training assigned to you.
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear.

How will success be measured in this role

• Customer satisfaction scores
• Contact quality, demonstrating empathy, reaching 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 our sustainable and responsible growth

Your Experience

• Responsible and reliable team player
• Experience of problem-solving complex tasks
• Ability to multi-task in a fast-paced environment
• Fluency in Finnish both spoken and written
• Fluency in English both spoken and written
• Good understanding of IT concepts

What can we offer you

€500 per year Well-being allowance
️ 24 days holiday (+ public holidays)
Flexible Hybrid working (Office/home)
6 weeks fully remote working
‍⚕️ Private Health Insurance
✈️ Relocation Support
Subsidised meals
Maternity/Paternity Leave
Anniversary awards
‍ Dedicated Career Development Plan
Friendly Atmosphere in a fantastic office
Pension Plan