Dutch speaking Customer Service Agent

About Kindred

Kindred Group is a digital entertainment pioneer bringing together nine successful online gambling brands, forming one of the largest online gambling groups in the world. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% revenue is derived from harmful gambling.

Our global team of more than 2000 people represents 70+ nationalities. When you join Kindred, you'll be part of a collaborative, diverse and inclusive team that has your best interest at heart. We are a trusting company that knows the value of a healthy work-life balance. We offer a wide range of benefits, along with annual bonus, which is tied to both company and your individual performance.

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.

Your technical knowledge and excellent communications skills, both written and verbal, will contribute to your success.

We provide a dedicated training programme including systems and product modules, plus ongoing development so that you can provide the best possible support to our customers.

This vacancy is based in Malta and offers great career opportunities to use your passion for customers in an online gambling environment. We offer work in a shift system - either day shifts or twilight shifts. The day shift hours will vary between 8:00 a.m. and 00:15 in 8-hour shifts for 5 days a week. For the twilight shift, the hours of work are 19:15 to 3:15 a.m. any 5 days a week.

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 skills and experience

• Fluency in Dutch 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)

💻 Flexible Hybrid working (2 days form the office/3 days from home)

🏡 6 weeks fully remote working

👨‍⚕️ Private Health Insurance

🧘🏽‍♀️ Free Yoga

✈️ Relocation Support

🍲 Subsidised meals

🤱 Maternity/Paternity Leave

🥳 Anniversary awards

👨‍🏫 Dedicated Career Development Plan

🥰 Friendly Atmosphere in a fantastic office

👵 Pension Plan

Our Way Of Working

Our world is hybrid.

A career is not a sprint. It’s a marathon. One of the perks of joining us is that we value you as a person first. Our hybrid world allows you to focus on your goals and responsibilities and lets you self-organise to improve your deliveries and get the work done in your own way.