Customer Service Analyst - English Speaking (6 months)

Department: Operations

Employment Type: Fixed Term - Full Time

Location: Malta

Reporting To: Andrea Carcheva

Description

• You will be the First Point of Contact for players, balancing high-speed efficiency with deep empathy.
  
  
  


• Deliver First Contact Resolution (FCR): We don’t just forward the queries. You’ll use your training to solve issues on the spot, ensuring players leave satisfied and clients stay confident in our service delivery.
  
  
  


• The Triple-Threat Workflow: You will manage a steady flow of Live Chats and Emails while simultaneously processing CDD/KYC documentation (IDs, Proof of Address, Bank Statements).
  
  
  


• Vigilant Guardian: You are our eyes and ears. You will identify indicators of Responsible Gaming (RG) concerns, financial distress, or signs of addiction, as well as identify player frustrations, technical bugs, and service gaps. You don't just solve the ticket; you gather the clues we need to improve and keep our B2B clients ahead of the curve.
  
  
  


• Operational Excellence: You’ll maintain high standards across key metrics including CPUT (Chats Pick Up Time), EPUT (Email Pick Up Time), DHT (Documents Handling Time), CSAT (Customer Satisfaction), and Quality Assurance (QA) to ensure we remain compliant with strict licensing requirements.

• The Communicator: You have a mastery of written and verbal English. It’s a plus if you also speak Swedish, Norwegian, Finnish, or Spanish.
  
  
  


• The Investigator: You have a natural “eye for detail.” You can spot a suspicious document or a bonus abuser from a mile away.
  
  
  


• The Emotionally Intelligent: You can handle sensitive conversations calmly and with professional empathy.
  
  
  


• The Multitasker: You’re eager to master and comfortably use Slack, Jira, and LiveAgent, and our internal Player Account Management system (PAM).
  
  
  


• The Team Player: Even when working hybrid or remotely, you contribute to our “family bond,” supporting your peers during busy shifts.

• Dynamic Shift Life: We provide 24/7 support. This means a rotating schedule involving mornings, evenings, and nights, with priority on well-balanced rest between shifts and steady shift flow. Weekends and Public Holidays are part of the rotation, though PH days are added to your flexible vacation bank.
  
  
  


• Training & Experience: We don’t just throw you in the deep end. We offer a structured training path that turns beginners into industry experts. 
  
  
  


• Growth Culture: We focus on making you independent. Your career progression is limited only by your hunger to learn. Progressing from a CS Junior role to KYC, Payments, and Product Specialist, with Senior Agent / Team Lead opportunities and shadowing other Operations departments. 
  
  
  


• The GIG family. When things are looking down, we get things done. We work together through thick and thin, unwaveringly, to achieve our goals. There is a constant flow of contribution and every voice is heard.
  
  
  


• Location: We have hubs in Malta, Spain, and France, but we also embrace hybrid and remote models. You’ll be working with a truly multicultural team.

Key Responsibilities

• Primary Support & FCR: Act as the first point of contact, resolving player inquiries on the first interaction to maintain high CSAT and B2B client trust.


• Workflow Management: Multitask across Live Chat, Email and KYC/CDD verification (ID and financial document processing) in a fast-paced environment.


• Insights & Advocacy: Identify and escalate Responsible Gaming (RG) concerns, technical bugs and player feedback to drive product improvements.


• KPI Adherence: Meet departmental targets for CPUT, EPUT, DHT and Quality Assurance to ensure full regulatory and licensing compliance.

Requirements

• Communication: Mastery of written and verbal English; proficiency in Swedish, Norwegian, Finnish or Spanish is a plus.


• Analytical Mindset: Strong attention to detail with the ability to detect fraudulent documentation, bonus abuse and behavioural patterns.


• Emotional Intelligence: Ability to remain calm and empathetic while managing high-pressure or sensitive player queries.


• Technical Aptitude: Proficient in (or eager to learn) LiveAgent, Jira, Slack and internal PAM systems.


• Adaptability: A collaborative team player who thrives in a remote/hybrid environment and supports peers during peak periods.

Benefits

• Great career development opportunities


• Hybrid working model


• International Health Insurance


• Health and Wellbeing Package (350 EUR per year)


• Birthday Day Off


• Me Time - 1 day off per year