Swedish Speaking Customer Support Agent.

Job Description 

Job Title:?Customer Service Representative - Swedish/English 
Direct Report:?Customer Service Team Manager or Customer Service Team Lead 
Location:?Malta 

?. 

? 

Essential Job Functions / Main Duties & Responsibilities: 
• Answer and support customer facing communication in required languages, and translate emails, website information and any other matter as requested 
• Research solutions to customers' issues 
• Interact with various departments to resolve customers' issues 
• Use available tools and information resources to resolve problems 
• Use a comprehensive knowledge of the website to investigate and resolve issues 
• Escalate unresolved problems in accordance with established policy, procedures and protocols 
• Administer client account management, including updating notes in accounts 
• Research transactions discrepancies and take appropriate actions 
• Monitoring of customers' activity, including assisting in the identification of fraudulent activity or abuse 
• Amending / adjusting transactions in customer accounts when necessary or instructed 
• Maintain professionalism and adhere to company standards during all interactions 
• Assistance with special Customer Service projects 
• Other tasks and duties as assigned 

? 

Skills & Qualifications: 
• Ability to think critically and draw from experience to make decisions 
• Computer literacy 
• Care in dealing with sensitive information 
• Ability to understand both written and oral instructions in English 
• Ability to write, read and speak in the required languages 
• Ability to deal with ambiguity and identify customer’s needs 
• The ability to organize and manage multiple priorities 
• Ability to independently research solutions and solve problems 
• Strong customer orientation 
• Excellent interpersonal and communication skills 
• Performance driven and a strong team player 
• Fluent and advanced skills both oral and in specialized languages would be an asset 
• High school diploma required 
• Flexible and has the ability to quickly adjust to frequent process and information changes 

? 

Knowledge & Experience: 
• Minimum of 3 years in a position with relevant experience would be an asset 
• Knowledge of Sportsbook industry would be an asset 
• Basic office skills including knowledge of Microsoft Word and Excel