Dutch speaking Customer Service Agent

About Us

At FDJ UNITED, we don't just follow the game, we reinvent it.

FDJ UNITED is one of Europe’s leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you’ll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day.

We’re looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field.

Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?

The role

The shift hours will vary between 8:00 a.m. and 00:15 in 8-hour shifts for 5 days a week.

As a Customer Service Agent, you will play a key role in our mission to offer customers the best gambling experience ever. You'll be one of over 200 agents across Malta and Gibraltar who individually support the customers of our 11 brands in their native languages.

Your technical knowledge and excellent communications skills, both written and verbal, will contribute to your success.

We provide a dedicated training program including systems and product modules, plus ongoing development so that you can provide the best possible support to our customers.

This vacancy is based in Malta and offers great career opportunities to use your passion for customers in an online gambling environment. We offer work in a shift system - either day shifts or a twilight shift. The day shift hours will vary between 8:00 a.m. and 00:15 in 8-hour shifts for 5 days a week.

What you will do

• Support your colleagues and contribute to a great team atmosphere
• Deliver customer support across LiveChat (70%), email, and telephone, providing support in Dutch for our Dutch and Belgian customers and in English for other markets via LiveChat
• Guide customers through the desktop and/or mobile devices to assist them in using our services and products
• Help to resolve customer queries
• Share knowledge, contribute to team projects and identify innovative practices that improve customer support activities
• Work closely with other departments like Player Safety, Responsible Gambling and CRM to ensure a positive and safe gambling experience
• Speak on behalf of customers by providing useful feedback on their experiences
• Handle both written and verbal internal communications in English and Dutch
• Ensure that you adhere to the Governance, Risk & Compliance (GRC) obligations for your role.
• Identify and raise any non-compliance incidents promptly to your line manager.
• Challenge processes, policies and projects that will negatively impact compliance within the Group.
• Complete all mandatory compliance training assigned to you.
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear.

How will success be measured in this role

• Customer satisfaction scores
• Contact quality, demonstrating empathy, reaching resolution, strong communication and friendliness
• Number of contacts handled
• Product knowledge
• Team contribution and extra tasks
• Regular performance reviews with your line manager
• Acting in line with our values
• Successful completion of all relevant training and other compliance activities that support our sustainable and responsible growth

Your skills and experience

• Fluency in Dutch and English language is essential
• Excellent, responsible and reliable team player
• Experience of complex problem solving
• Ability to multi-task in a fast-paced environment
• Good understanding of basic internet and technical concepts

What we can offer you!

🏋🏻 €500 per year Well-being allowance

🏝️ 24 days holiday (+ public holidays)

💻 Flexible hybrid working

🏡 6 weeks fully remote working

👨‍⚕️ Private Health Insurance

✈️ Relocation Support

🤱 Maternity/Paternity Leave

🥳 Anniversary awards

👨‍🏫 Dedicated Career Development Plan

🥰 Friendly Atmosphere in a fantastic office

👵 Pension Plan

Our Way Of Working

Our world is hybrid.

A career is not a sprint. It’s a marathon. One of the perks of joining us is that we value you as a person first. Our hybrid world allows you to focus on your goals and responsibilities and lets you self-organise to improve your deliveries and get the work done in your own way.