Dutch Speaking Customer Service Agent

FDJ United; United States; Hybrid; USD 22,841 - 29,693; Full time

Benefits offered by this job

Well-being allowance

Holiday entitlement

Subsidised meals

Hybrid/remote flexibility

Fully remote weeks

Anniversary awards

Private health insurance

Career development

Friendly office

Job summary

FDJ UNITED in Malta is seeking a Customer Service Agent to support customers across our brands. You will deliver Dutch and English support via live chat, email, and phone while guiding players through our website and app.

You will work in a flexible hybrid setup, benefit from a wellness allowance, 24 holidays, subsidised meals, and a career development plan, with a focus on compliance and GRC obligations.

Qualifications

• Fluency in Dutch and English, both spoken and written.
• Responsible and reliable team player.
• Experience in complex problem solving.
• Ability to multi‑task in a fast‑paced environment.
• Good understanding of basic internet and technical concepts.

Responsibilities

• Deliver customer support in Dutch and English via live chat, email and telephone.
• Cover multiple markets using translation tools available.
• Guide players through our website and 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 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 colleagues and contribute to a great team atmosphere.
• Adhere to 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 may negatively impact compliance within the Group.
• Complete all mandatory compliance training assigned to you.
• Reach out to the Compliance Teams if unsure of any compliance obligations or if requirements are unclear.

Skills

Dutch language

English language

Problem solving

Multi-tasking

Communication

Job description

FDJ UNITED is one of Europe’s leading betting and gaming operators with a portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, we offer a diversified, responsible range of games.

The Customer Service Agent supports customers across our nine brands worldwide. The role requires patience, empathy, excellent problem‑solving skills and the ability to remain calm in challenging situations.

The role

As a Customer Service Agent you will be one of over 200 agents globally who support our customers. You will deliver support in Dutch and English via live chat, email, telephone and other digital platforms. You will build positive relationships and maintain compliance with Governance, Risk & Compliance (GRC) obligations.

What you will do

• Deliver customer support in Dutch and English across LiveChat (70%), e‑mail and telephone
• Cover multiple markets using the translation tools available
• Guide players through our website and 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 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 colleagues and contribute to a great team atmosphere
• Adhere to 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 may negatively impact compliance within the Group
• Complete all mandatory compliance training assigned to you
• Reach out to the Compliance Teams if unsure of any compliance obligations or if 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 compliance activities

Your experience

• Fluency in Dutch and English, both spoken and written
• Responsible and reliable team player
• Experience in 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 plus 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

This vacancy is based in Malta.

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 such as age, gender, origin, religion, sexual orientation, neurodiversity or disability.