Bilingual German/English Gaming Support Agent - Hybrid

Gaming1; Baden; Hybrid; CHF 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working model

Remote up to 50% of time

International team

Job summary

Gaming1, a leader in land-based and online games, is hiring a Customer Service Agent in Switzerland. You will respond to players via email, phone, or chat, resolving issues, registering and monitoring requests, and supporting 24/7 coverage with multiple teams.

The role requires prior customer service experience, strong English skills (C1/C2), and a good command of German. Hybrid work is offered with remote work up to 50% and a collaborative global environment.

Qualifications

• Experience in customer service or customer-facing roles, ideally within iGaming, betting, or online entertainment.
• Excellent written and oral communication skills in English (native or C1/C2 level)
• Good command of German (asset)
• Strong customer orientation with the ability to handle difficult situations calmly and professionally
• Ability to multitask and perform well under pressure in a fast-paced environment
• Strong problem-solving skills and attention to detail
• Comfortable working with CRM tools, ticketing systems, and basic troubleshooting
• Familiarity with gaming regulations, responsible gambling practices, and KYC/AML basics is a plus
• Flexibility regarding working hours (including potential evening/weekend shifts, based on team needs)

Responsibilities

• Give players a detailed and quality response, by email, phone or chat, to any questions or requests about the game platform in order to maintain a high level of satisfaction with G1’s customer service as well as the company’s good image.
• Ensure the registering, monitoring and resolution of requests and potential problems that players encounter in their daily use of the game platform.
• Evaluate the possibility of providing a direct response or transferring the request to another service.
• Reach the individual and collective objectives (KPI) set by management.
• Accept feedback and respect the implementation of improvement plans.
• Preanalyze and report technical issues on the various game sites following the incident management (IM) procedure.
• Take on different schedules as support is guaranteed 24 hours a day by various teams.

Skills

Customer service

English (C1/C2)

German (asset)

Customer orientation

Multitasking

Problem solving

CRM tools

KYC/AML basics

Gaming regulations

Flexible hours

Job description

Gaming1, a leader in land-based and online games, is hiring a Customer Service Agent in Switzerland. You will respond to players via email, phone, or chat, resolving issues, registering and monitoring requests, and supporting 24/7 coverage with multiple teams.

The role requires prior customer service experience, strong English skills (C1/C2), and a good command of German. Hybrid work is offered with remote work up to 50% and a collaborative global environment.