Customer Service Agent (7 month Fixed Term Contract)

The Rank Group

2d•Hybrid

About The Position

YoBrands, part of The Rank Group, is a leading online gaming operator in the Spanish & Portuguese markets with an expanding online and offline portfolio focused on bingo, casino and sports betting with 4 leading brands: Enracha, YoCasino, YoBingo and YoSports. Our goals are to provide entertainment and community to our customers with our websites and apps so that they can access our products from their mobile phones, tablets while communicating with one another. We offer our own bingo and slots software and more than 2000 games from the best game providers. We also offer live shows such as El Show De YoBingo and YoSports TV! With offices based in Barcelona, Ceuta & Malta we always strive to bring joy and security to our customers. Additionally, we will be launching soon in other regulated markets! Come and join our Operations team in Malta as we expand into new markets! We are looking for a Customer Service Agent to join us on a 7 month fixed term maternity contract. We require a confident individual who can handle multi-channel contacts and committed to delivering high-quality customer satisfaction by providing accurate resolutions in a safe, positive and compliant environment.

Requirements

Native Portuguese with strong English; Spanish is an advantage.
Excellent communication and interpersonal skills with a professional, customer-focused approach.
Strong problem-solving, patience and resilience, able to handle challenging situations calmly.
Comfortable multitasking and confident with computers and new systems.
High attention to detail and consistent compliance with standards and procedures.

Nice To Haves

Previous experience in customer service or community/chat moderation is an advantage.

Responsibilities

Handle multi-channel contacts (account, payments, promotions and other queries) with clear, professional communication, aiming for first-contact resolution.
Record all interactions accurately in internal systems, ensuring compliance with procedures, quality standards and data protection.
Troubleshoot and resolve customer issues; escalate appropriately when necessary (Fraud, Payments, Safer Gambling, Compliance).
Contribute ideas and feedback to improve processes and the customer experience.
As Bingo is one of our star products, this role also includes scheduled Bingo chat-moderation slots, engaging with customers while ensuring a safe, welcoming and compliant environment.