Kindred Group

Danish speaking Customer Service Agent

Kindred Group

Danish & English
Valid through 2024-09-12

Job description

The role

As a Kindred Group Customer Service Agent , you will play a key role in our mission to offer customers the best gambling experience ever. You'll be one of over 200 agents across Malta and Gibraltar who individually support the customers of our 11 brands in their native languages.

Working daytime shifts (early mornings and late afternoons), any 5 days a week, you will be part of a close-knit team of 10-20 people. Your technical knowledge and excellent communications skills, both written and verbal, will contribute to your success.

We provide a three-week training programme including systems and product modules, plus ongoing support so that you can provide the best possible support.

This vacancy is based in Malta and offers great career opportunities to use your passion for customers in an online gambling environment.

As a listed and regulated company, Kindred Group pays great attention to player safety and sustainability. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% of revenue is derived from harmful gambling.


What you will do

  • Support your colleagues and contribute to a great team atmosphere
  • Deliver customer support across LiveChat (70%), email and telephone
  • Guide customers through the desktop and/or mobile devices to assist them in using our services and products
  • Help to resolve customer queries
  • Share knowledge, contribute to team projects and identify innovative practices that improve customer support activities
  • Work closely with other departments like Player Safety, Responsible Gambling and CRM to ensure a positive and safe gambling experience
  • Speak on behalf of customers by providing useful feedback on their experiences
  • Handle both written and verbal internal communications in English


How will success be measured in this role

  • Customer satisfaction scores
  • Contact quality, demonstrating empathy, reaching 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 Kindred Group values
  • Successful completion of all relevant training and other compliance activities that support Kindred's sustainable and responsible growth


Your experience

  • Fluency in Danish and English language is essential
  • Excellent, 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)

🤱 Maternity/Paternity Leave

🏡 6 weeks fully remote working

🥳 Anniversary awards

👨‍⚕️ Private Health Insurance

👨‍🏫 Dedicated Career Development Plan

🧘🏽‍♀️ Free Yoga

🥰 Friendly Atmosphere in a fantastic office

✈️ Relocation Support

👵 Pension Plan