CS AGENT DE-EN (BADEN-SWITZERLAND)

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

THE SCOPE

With 30 years of history, today Gaming1 is one of the international leaders in both land-based and online games of chance (casino games, sports betting and poker). Its evolution at the heart of innovation is accompanied by a diversification and specialization of positions, with the creation of new cutting-edge jobs.

THE SCOPE

With 30 years of history, today Gaming1 is one of the international leaders in both land-based and online games of chance (casino games, sports betting and poker). Its evolution at the heart of innovation is accompanied by a diversification and specialization of positions, with the creation of new cutting-edge jobs. As part of its sustained growth, Gaming1 is looking for a Customer Service Agent to join its team in Switzerland. The Customer Agent is responsible for the quality of the work performed and organizes its activity efficiently, in order to achieve the objectives of the department; is responsible for managing the customer database in an efficient manner.

YOUR ROLE

• Give playersa 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.
• Ensurethe registering, monitoring and resolutionof requests and potential problems that players encounter in their daily use of the game platform.
• Evaluatethe possibilityof providing a direct response or transferring the request to another service.
• Reachthe individual and collective objectives(KPI) set by management.
• Acceptfeedback and respect the implementationof improvement plans.
• Preanalyzeand report technical issueson the various game sites following the incident management (IM) procedure.
• Take ondifferent schedulesas support is guaranteed 24 hours a day by various teams.

YOUR PROFILE

• 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)

What We Offer

As well as enjoying a unique experience – centered around our values of Pleasure, Team Spirit, Performance, Boldness and Integrity – alongside 1.600 colleagues worldwide, you'll have the opportunity to contribute to the international development of a fast-growing family company. Joining Gaming1 means becoming part of a human and entrepreneurial adventure where people are empowered to make an impact, grow and succeed together.

We offer:

• the opportunity to work on ambitious international projects within a solid and growing group
• a collaborative and high-performing work environment
• leadership based on trust, autonomy, talent and shared values
• continuous learning and career development opportunities through training and internal mobility
• a competitive salary and benefits package aligned with the local market
• a hybrid working model, with the possibility to work remotely up to 50% of your working time
• an international and collaborative environment where people come first

THE INTERVIEW PROCESS