Customer Operations Agent - Malta based

Location: Various Function: Gaming
Date posted: 07-01-21 Closing date: 25-01-2021

GentingBet, Genting Casinos’ interactive gaming business, has a fantastic new opening for a Customer Operations Agent to join their UK team from Malta.


The role is home-based but will include the requirement to work from the Malta Office during day-time shifts.

The role will involve shift work as the department operates 24/7.


Collaboration and communication with multiple stakeholders across different countries will also be essential as part of this role.


Key Responsibilities include:


  • Answering and resolving inbound customer queries (primarily via live chat and email, but also occasional phone calls) – in line with KPI targets
  • Ensuring that all queries are dealt with in a professional and timely manner, keeping clear and accurate records of all interactions
  • Contacting customers to conduct Safer Gambling interactions
  • Processing ID documents and completing security checks
  • Handling real-time Fraud and Safer Gambling alerts
  • Completing security checks and auditing / approving pending withdrawal requests
  • Supporting internal departments with ad hoc requests
  • Ensuring high compliance to AML and Social Responsibility policies
  • Model GentingBet’s core values and behaviours, leading by example

Personal Skills & Experience Required:

  • Positive and proactive attitude
  • Good empathy and listening skills in dealing with customers
  • Excellent written and verbal communication skills
  • Strong believer in the value of outstanding customer service and the benefits this can bring to the company
  • Proven track record of providing exceptional Customer Service
  • Advanced keyboard skills and good multi-tasker
  • Flexible attitude to work and work location
  • Able to maintain a high level of confidentiality and professionalism
  • Proactive and skilled at prioritising and managing own workload, works well under pressure
  • Excellent eye for detail and strong analytical skills
  • Proficient in Microsoft Office – Word, Excel & Outlook
  • Gambling / gaming industry knowledge
  • Previous experience of assessing risk and dealing with Safer Gambling desirable


This position is a full-time, 40 hours per week role but job share / part-time applicants may be considered.

We offer a highly competitive salary and benefits package!


To apply for this role, please click “Apply Now” below and submit your details.

Apply Now