Job Description

Company DescriptionWe are Tipico, Germany's leading sports betting provider and one of the most dynamic tech companies in the industry. We approach every challenge like a Championship match, with a mission to excite the arena and elevate the betting experience for every customer. Our culture is energetic and ambitious - we play as a team to win high, leave an impact, and commit to excellence. Fueled by our passion for the perfect product, we use the newest tech stack to get better every single day.Job DescriptionAt Tipico, we believe in owning our game. Are you ready to step onto the pitch, bring your best self, and become a champion? Then show us your game face – because we’re looking for a Customer Service Specialist (m/f/x) to join the team!Your daily pitchYou would call yourself a detail-oriented professional who provides high quality work and thoroughly follows set procedures? You enjoy optimizing processes, as well as providing and enhancing trainings? Are you a confident communicator who is ready to take on responsibility? Then the role as Customer Service Specialist (m/f/x) might be exactly what you are looking for! Your collaborative and self-driven nature will pave the way to working closely with the Head of Department, Team Leads as well as other Senior professionals within our Customer Operations department to ensure compliance, reduce errors, suggest process improvements, and document guidelines to achieve excellence within our Customer Service.Your playing field

• You will be working closely with the CS Management, to execute the Customer Service strategy and reach set targets, while acting as a reference on complex CS escalations.
• A close collaboration with the Team Leads will help you to optimize procedures and training material to increase quality.
• You provide excellent training to enhance the skills and knowledge to prevent compliance violations and minimize human errors within the CS team.
• Implementing, overseeing and monitoring processes to maintain them and ensure highest quality in our provided service is crucial to this role.
• You will be documenting processes, guidelines and creating templates and articles for our Help Center.
• To improve customer interactions and service delivery you analyze data on a regular basis to optimize the product, reach objectives and identify areas for improvement.

QualificationsWhich skills should you bring to the pitch

• Experience. You bring some years of relevant experience in a similar role in a Customer service function, ideally within the iGaming industry.
• Language skills. English is the official language in our Malta office, therefore fluent English language skills are essential. However, as the #1 sportsbetting provider in Germany, native German language skills are equally important.
• Project Management. You have experience in project management and are passionate about streamlining processes to drive efficiency and effectiveness. You have a sharp eye for detail.
• Self-driven. You are an eager and motivated professional who can identify potential needs and gaps combined with being an advocate for collaboration to find the best solution possible.
• Value work relationships. You thrive in your role through a respectful and valuable exchange of opinions and ideas. You are never too shy to learn from others.

Functional / Technical Competence

• Familiarity with automation tools and AI-driven systems used in customer operations is a strong plus
• Proficiency in using customer service platforms and reporting tools (e.g. Excel, PowerPoint)
• Knowledge of Salesforce and Jira is desirable

Additional InformationThis is how we score with you

• Established International Group. We have a solid foundation on which to grow.
• Personal and Professional Growth. We offer you opportunities to develop and grow to unlock your potential.
• Relocation Support. To make your move to Malta as smooth as possible.
• Competitive Package. We care for our employees, offering an indefinite contract, competitive salary, insurances (private health, dental, private accident, sickness and life) and free parking.
• On-site childcare. We’ve got a game plan to support you and your 3+ year old kids.
• Sports Incentive. We want you to remain active and will subsidise a gym membership of your choice.
• Modern offices. Our very own Tipico tower provides an open plan space with the latest technology.
• Events. Sponsored Charity and Team gatherings, we like to have fun together as one team and reinforce our connections.
• Supportive Environment. We believe in collaboration and working together as a team but we also give importance to the uniqueness of each and every one of us.

Think a career at Tipico’s right for you?Apply now and join our winning team! If you have any questions or comments about this role, our TA team is happy to help you! Feel free to reach out to us on our social media channelsWe look forward to your application!

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