Customer Service Agent

THE ROLE

Due to the continued growth and success of , we’re now looking to recruit an experienced Customer Service Agent to join our growing team. Reporting to our Customer Service Team Lead you will be responsible for providing the highest level of service to all our customers across multiple channels.

This is a full-time position based out of our Malta office, operating on a hybrid framework designed to offer both team collaboration and remote flexibility. Our team ensures continuous global coverage by working on a dedicated rotational shift pattern, which includes evening and weekend coverage.

Duties & Responsibilities

• Resolve Customer Inquiries: Respond to incoming customer questions via email, live chat, and social media in a timely and helpful manner.

• Troubleshoot & Problem-Solve: Diagnose, investigate, and resolve product or service issues, guiding customers through step-by-step solutions.

• Manage Support Tickets: Open, track, update, and close customer cases within our helpdesk system (e.g., Intercom, Zendesk, Salesforce).

• Proactively Share Feedback: Identify recurring customer complaints or bugs and relay them to management to help improve the product and customer experience.

• Meet Performance Metrics: Consistently hit team targets for response times, customer satisfaction (CSAT) scores, and resolution rates.

• Business & Translation Support: Assist with language translations as required by the business to support our diverse customer base.

• Drive Continuous Improvement: Actively contribute to the ongoing development of our customer service standards, and support the implementation of new products, processes, and policies.

Work Schedule & Hybrid Flexibility

To deliver elite, real-time support to our global sports fans, this role operates on a structured, rolling shift rotation:

• The Rotation: A predictable 4 days on, 2 days off rolling schedule.

• The Shifts: Rotations consist of Day shifts (08:30 – 17:30) and Late shifts (11:30 – 21:00).

• The Hybrid Setup: We believe in the power of face-to-face team collaboration during the core week, balanced with remote comfort when it matters most:

  • Weekdays: Handled directly from our modern Malta office (minimum 3 days/week).

  • Weekends & Public Holidays: Working shifts falling on Saturdays, Sundays, or official holidays are completed 100% remotely from home.

Requirements

• Active Listening & Empathy: Ability to truly hear customer concerns, validate their frustrations, and provide compassionate support.

• Clear Communication: Strong verbal and written skills to explain complex solutions simply across email, and live chat.

• Patience & Resilience: Staying calm, professional, and positive under pressure, especially when handling difficult or irate callers.

• Problem-Solving: Critical thinking to quickly diagnose issues and find creative, efficient solutions without relying solely on scripts.

• Tech & CRM Proficiency: Experience using helpdesk software (like Intercom, Zendesk, or Salesforce) and managing omnichannel queues.

• Speed & Accuracy: Strong typing skills combined with precise data entry for clean account logging.

• Multitasking & Organization: Ability to prioritize urgent tickets and manage multiple live chat conversations simultaneously.

• Product Literacy: Capacity to quickly learn, retain, and communicate deep knowledge of our products and internal policies.

• Detail-Oriented Documentation: Writing clear, concise internal notes on customer files to ensure seamless team collaboration.