Customer Service Agent.

Up to Gross €24.5K (DOE)
Hybrid job
Operations industry
Malta
Job ref37834
Post DateAugust 12, 2025

 

Conexus Enterprise, in partnership with Pentasia, is proud to exclusively deliver a managed services project for SkyCity Entertainment. Led by Head of Operational Delivery, Lucky Shankar, this initiative offers a standout opportunity to join one of the industry’s most respected online casinos, working within a collaborative global team.

We are now seeking a Customer Service Agent to join this exciting journey.

Customer Service Agent (English Speaking)

  • Salary: Up to Gross €24.5k
  • Hybrid in Malta

About SkyCity Entertainment Group

SkyCity is a leading entertainment and gaming group headquartered in New Zealand, with its online casino operations based in Malta. Operating under an MGA license, SkyCity’s digital business forms a key part of its long-term strategy to deliver safe, engaging, and regulated online gaming experiences.

Role Purpose

The Customer Service Agent is responsible for delivering excellent first-line support to customers via live chat and email while ensuring regulatory compliance through accurate Know Your Customer (KYC) processing. This hybrid role combines direct customer interaction with back-office verification duties, supporting safe and efficient operations in a high-volume iGaming environment.

 

Key Responsibilities

  • Provide prompt and professional support to customers via live chat and email, ensuring first-contact resolution and a positive experience.
  • Perform KYC and Customer Due Diligence (CDD) checks on documentation (e.g., IDs, proof of address, bank statements) in line with company and regulatory requirements.
  • Manage customer service tasks alongside back-office verification processes to ensure smooth operations.
  • Escalate complex or high-risk cases to the Team Leader or Compliance team when necessary.
  • Meet or exceed key KPIs and SLAs relating to response times, quality, and compliance.
  • Maintain accurate records and ensure all data is handled in line with privacy and regulatory standards.

Key Requirements

  • Previous experience in customer service or administrative roles; experience in iGaming, fintech, or banking is an advantage but not essential.
  • Basic understanding of KYC/AML regulations (training provided on the job).
  • Strong verbal and written communication skills in English (additional languages are a plus).
  • Comfortable using live chat/email ticketing systems and productivity tools (e.g., Microsoft Office, Google Workspace).
  • High attention to detail, strong organisational skills, and the ability to work effectively under pressure.
  • Willingness to work rotational shifts, including evenings, nights, weekends, and public holidays.
Lucky Shankar

Lucky Shankar

Senior Recruitment Consultant

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