Customer Experience Specialist
As a Customer Experience Specialist, you will play a crucial role in our Customer Experience Team. Your primary responsibility is to deliver exceptional service to our clients by owning and resolving their inquiries and issues at the first point of contact.
We are dedicated to surpassing customer expectations, which means our Specialists thrive in a dynamic, ever-evolving, and innovative environment. Our commitment to putting customers first is at the heart of everything we do.
Your day-to-day
- Engage with customers in a supportive and empathetic manner via chat and email to address their needs
- Investigating, escalating, and resolving customer queries via working with multiple backoffices and internal tools
- Collaborating with other teams and external partners
- Working with data Tools to monitor and analyse customer behaviour to identify customer metrics and data
- Handling the communications of Fraud, Security and Responsible Gambling cases
- Generating transaction reports for customers
- Upselling and conversion initiatives for crypto currencies, promotions and other revenue-generating activities
- Being an active voice for the best customer experience inside the company
- Reinforce the culture and core values of Yolo Entertainment through appropriate behaviours and actions
Your background and mindset
- Fluent to a native level in written and verbal communication in English and Turkish. Additional language skills in Korean, Arabic, Japanese, Chinese and Thai are a huge plus
- Excellent communication skills with customers and internally with the team
- Great eye for detail and problem solving
- Ability to multitask, work in a team, and adapt quickly
- Tech-savvy – skilled with computers and new technologies
- Previous experience managing demanding customers is a plus
- Basic knowledge of cryptocurrencies, sports betting, and casino games is a plus
Benefits for you
- Learning & Growth. Personal L&D budget, internal and external training, company-wide knowledge-sharing sessions, smooth onboarding experience through Yolo Takeoff, and plenty of career development opportunities.
- Slice of Yolo. A unique chance to invest in Yolo Group's venture fund, support the startups shaping our ecosystem, and grow alongside the businesses you believe in.
- Wellbeing. Monthly sports allowance, paid wellness days, private health insurance, and mental health support - a balanced work-life approach to support both physical and mental wellbeing.
- Milestones & Moments. Extra paid time off for your birthday, work anniversaries, marriage, child’s first school day, and other personal and professional milestones.
- Workplace Experience. Modern offices, top-notch equipment, and all the coffee, snacks, and drinks you need to stay fueled and perform at your best, whether you’re remote or in-office. We also offer free parking.
- Legendary Events. Annual Yolo Gala, summer parties, quarterly Meet & Mingle and regular team events - a mix of formal gatherings and spontaneous celebrations to keep the team spirit high.
- Department
- Customer Support
- Locations
- Tas-Sliema, Malta
- Employment type
- Full-time
Tas-Sliema, Malta
Benefits and perks
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Fit, Healthy, and Feeling Well
At Yolo Group, we know that building a great business is a marathon, not a sprint. Our active team members thrive with our comprehensive wellness benefit. From gym access and swimming pools to sports teams, fitness classes and holistic opportunities, we support your physical and mental health. Your health, your choice – we're here to support your whole self!
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Birthday Day Off
Celebrate your special day your way! We're delighted to offer you a day off on your birthday, allowing you to create memorable moments with your loved ones. It's our way of showing appreciation for you as an individual, not just an employee.
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Growing to New Heights
Growth is embedded in our DNA. We take pride in our diverse in-house learning & development programs, where you'll not only acquire new skills but also put them into practice through ambitious, startup-like business projects. Additionally, we offer opportunities for volunteering – both individually and as a team – fostering personal growth while making a positive impact in our communities.
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Work Hard, Play Harder
We believe in celebrating our achievements and fostering strong team bonds. Enjoy our legendary parties, summer outings, and festive Christmas galas. But that's not all – we spice things up with monthly office events, from themed gatherings to team-building activities, ensuring there's always something exciting on the horizon. At our company, we work with passion and play with enthusiasm!
Workplace & Culture
Together we reach for the moon!
If we were to describe ourselves in a couple of words, we would say we are fast moving and an ambitious team of go-getters!
We encourage our employees to push their limits, reach their goals and innovate things further by bringing on board exciting and challenging projects. Working at Yolo Group guarantees you a sense of achievement and is awarded with plenty of entertainment and time-off possibilities; Happy hours with fun-loving colleagues to sports compensation and time off for your birthday. We believe that a happy member of our company brings more value for everyone.
We value our employees as we do our customers by putting them at the centre of our universe.
Customer Experience Specialist
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