Customer Support Agent

WLC is a white-label online casino solutions provider. We design, build, and operate end-to-end casino platforms that enable our partners to launch and grow their own online casino brands. Our all-in-one solution combines technology, operations, and ongoing support, with a focus on reliability, scalability, and compliance.

WLC is a global business with a team of 110+ iGaming professionals. Our team operates across Europe, Latin America, the Philippines, and beyond.

Position Summary

As a Customer Support Agent, you will interact directly with our players in a multichannel, multi-language, multi-brand support environment. Our operation runs 24/7/365, with AI-assisted front-line coverage supporting players outside of staffed hours. German and French language skills are considered a plus.

Key Responsibilities

Duties will include, but are not limited to: -

• Provide friendly and efficient chat and email support across a number of brands both in English and other stated languages, offering help with basic technical assistance regarding games, verification, accounts, and monetary transactions, among other player queries—within rostered shifts.

• Ensure excellent service standards across all channels of communication to players by following CS established processes, informing customers about new features, promotions and functionalities maintaining high customer satisfaction in every interaction.

• Promote affiliated offers when available, in line with internal guidelines, to support marketing reach and enhance player engagement.

• Resolve  player’s requests within the time frames established by the KPIs and SLAs of the Customer Support department.
• Follow communication procedures, guidelines and policies relating to all AML procedures, GDPR procedures and Responsible Gaming policies dictated by the authorities.
• Using the internal tools provided properly, perform tasks that help prevent fraud and ensure player’s and company’s security.
• Must keep a general up to date knowledge of the games offered, terms and conditions, policies and rules provided to him/her during training, coaching sessions, quality assurance assessments, informative emails from management or clients.
• Escalate to the relevant departments all those cases from players, clients or other departments that may require it so, in a timely fashion, following at all times the guidelines and processes already established for the department.
• Attends and actively participates from training and coaching sessions, for the betterment of his/her performance.
• Liaise regularly with the other departments including but not exclusively with Payments, Fraud and KYC to resolve or facilitate the resolution of interdepartamental cases.

Requirements
 

• Excellent organizational and time management skills.
• Good communication abilities in English.
• Must be located in Malta.
  

Benefits

• Competitive salary and benefit package
• Hybrid working environment
• Modern Office