Customer Engagement Specialist, Finnish-speaking

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  • Location

    Malta

  • Reference

    MTS 12131

  • Salary

    €25,000

    €25K

  • Type

    Permanent

The Role

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A well-established online casino company based in Malta is seeking to recruit an energetic Finnish-speaking Customer Engagement Specialist to join their team. In this challenging role, you will be assisting customers with account related questions, product information and if needed first level troubleshooting. This position is responsible for creating, maintaining and improving customer relationships by initiating the first step. You will be driving sales through product knowledge and help navigate customers through our website. You will be solely responsible for proactively reaching out to our customers on chat and at times this position may be assisting multiple customers at once.

The Customer Engagement Specialist should have a solid understanding of how each social media channel works. You will represent the Brand and provide support to current and prospective customers in a timely manner. You will be responsible to acknowledge and answer customer questions on forums and solve any potential problems when they arise.

The purpose of this role is to offer superior customer support to our Client’s customers, to stay ahead of the competition and increase conversion rates and revenue.

Responsibilities:

  • Offer pro-active chat service, at times assisting multiple customers at once;
  • Educating customers from registering & depositing to helping navigate them through our website and assisting with inquiries when they encounter errors on our website;
  • Troubleshooting (FT Testing)/Testing;
  • Report, Analyse, feedback to management;
  • Submit activity and send daily and monthly reports;
  • Drive sales through product knowledge and information;
  • Work closely with other teams especially Shift Leaders;
  • Complete complaints training;
  • Find and report bugs on site in cooperation with Shift Leaders;
  • Build loyalty with customers by maintaining excellent relationships;
  • Performing cost-benefit analyses for customers;
  • Identify business opportunities by identifying prospects and developing relationships;
  • Meet and exceed sales goals/targets to reach business KPI’s;
  • Recommend changes in products/services based on customer insights;
  • Maintain the company’s social side (Trust pilot, Twitter, Facebook, Communities, Casino Meister Community) and be responsible to review and reply.

The team runs on a Monday-Friday basis, working a 9-hour shift between the hours of 13.00-01.00am. Your shift times can be flexible in between these hours. Please note, your shift schedule could change, and you may be required to work weekends if needed.

The Candidate

Responsibilities:

  • Offer pro-active chat service, at times assisting multiple customers at once;
  • Educating customers from registering & depositing to helping navigate them through the website and assisting with inquiries when they encounter errors;
  • Troubleshooting (FT Testing)/Testing;
  • Report, analyse, and provide feedback to management;
  • Submit activity and send daily and monthly reports;
  • Drive sales through product knowledge and information;
  • Work closely with other teams especially;
  • Complete complaints training;
  • Find and report bugs on site;
  • Build loyalty with customers;
  • Performing cost-benefit analyses for customers;
  • Identify business opportunities by identifying prospects and developing relationships;
  • Meet and exceed sales goals/targets to reach business KPI’s;
  • Recommend changes in products/services based on customer insights;
  • Maintain the social side and be responsible to review and reply.

Skills & Competencies:

  • Fast Typewriting;
  • Excellent written skills;
  • Native Finnish & fluent in English;
  • Minimum 2 years of proven work experience in sales/complaints;
  • Positive, independent and pro-active attitude, detail and customer oriented with good multitasking and organisation ability;
  • Basic knowledge of Facebook, Twitter, Instagram;
  • Highly motivated and target driven;
  • Excellent selling and communication skills;
  • Preferred experience in Zendesk, assisting customers through social media and Microsoft Excel.

The Company

A well-established online casino company based in Malta. Their team consists of creative and artistically minded people. If you want to love going to work, then this is the place for you!

The Benefits

  • Competitive salary
  • Health insurance
  • Healthy incentives
  • Volunteering opportunities
  • Fun packed office

The Location

Malta is a small archipelago in the Mediterranean Sea, south of Sicily. It is an independent member state of the European Union and home to a little less than half a million people. It is English speaking and salaries are paid in Euros.

Malta is extremely popular for relocations, boasting as it does low domestic tax rates, Schengen Area membership, a rich history, a vibrant and active social scene, and the highest average number of days of sunshine per year in Europe.

Malta
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