Location
Gibraltar,,Gibraltar
Description
Seeking a Safer Gambling Officer (German Speaking) on behalf of a leading online gaming provider with offices in Malta.
You will be responsible for identifying customers with gambling addiction or potential gambling problems and will interact with customers to ensure they are aware of the safer gambling tools, as well as assessing the customer’s affordability and vulnerability.
Safer Gambling Officer Responsibilities:
• Monitor player activity and take preventative action if their behaviour is indicative that a problem exists.
• Ensure any disputes are resolved to licence guidelines fairly to both the customer and company.
• Carry out customer interactions on email and telephone. These calls can be of a sensitive nature with some customers in
difficult situations or have personal issues.
• Ensure that all incoming queries are dealt with accurately and in a timely manner.
• Follow defined processes and procedures to monitor customer activity and interact accordingly.
• Conduct phone conversations with customers to ensure they understand the safer gambling tools available, where to find
them and carry out affordability questions.
• Understanding of safer gambling and problem gambling behaviour and be able to recognise the signs that would indicate a
customer has a gambling issue.
• Suggest new systems to recognise unusual behaviour and identify potential problem gamblers and take steps to prevent any
further losses.
Safer Gambling Officer Skills/Experience:
• Previous experience of working in a Safer Gambling environment preferred
• Strong grasp of written German and the ability to create and update standard interactions
• Able to carry out difficult calls requiring empathy and the ability to ask direct questions without embarrassment
• Good decision-making skills
• Have an objective mind and be able to make on the spot decisions
• Eye for detail.
• Flexible and reactive to change
• Be able to handle pressure
Apply today or get in touch for further details - info@zestrill.com
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