Customer Service Agent -NL /BENL

FDJ United; United States; Hybrid; USD 27,312 - 36,417; Full time

Benefits offered by this job

Well-being allowance

Holiday 24 days

Subsidised meals

Hybrid/Remote flexibility

Fully remote 6 weeks

Private Health Insurance

Career development plan

Friendly office atmosphere

Job summary

FDJ UNITED is seeking a Customer Service Agent based in Malta to deliver high-quality English support across LiveChat, email and phone for customers worldwide. You will work with various teams to ensure a safe, engaging betting experience while navigating compliance and complex inquiries.

Join a growing online gambling group that values flexibility with hybrid and remote options, ongoing training, and a supportive team culture focused on customer satisfaction and responsible gaming.

Qualifications

• Fluency in Dutch and English, both spoken and written is essential.
• Reliable team player with problem-solving skills.
• Ability to multi-task in a fast-paced environment.
• Good understanding of basic internet and technical concepts.

Responsibilities

• Deliver customer support in English across LiveChat, e-mail and telephone.
• Cover multiple markets using translation tools available.
• Guide players through website or Mobile App platforms.
• Share knowledge and contribute to team projects to improve support.
• Collaborate with Player Safety, Payments and CRM for a safe experience.
• Provide feedback on customer experiences and support colleagues.
• Adhere to Governance, Risk & Compliance obligations for the role.
• Identify and report any non-compliance incidents to the line manager.

Skills

Dutch fluency

English fluency

Complex problem solving

Multi-tasking

Patience & empathy

Job description

At FDJ UNITED, we don't just follow the game, we reinvent it.

FDJ UNITED is one of Europe’s leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you’ll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day.

We’re looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field.

Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?

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. 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 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
• 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

• 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 Dutch and English, both 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

We believe talent knows no boundaries. Our hiring process focuses solely on your skills, experience, and potential to contribute to our team. We welcome applicants from all backgrounds and evaluate each candidate based on merit, regardless of personal characteristics as the age, gender, origin, religion, sexual orientation, neurodiversity or disability.