If You Love Helping People And Want To Live And Work In Malta, Read On…
iGaming is an important sector in the Maltese economy and it has been growing strongly in recent years. There are now around two hundred igaming businesses located in Malta – mostly in the central areas of Sliema, St Julians, Msida and Gzira – and they all need staff. Companies that run actual online sites – such as bingo, lotto, casino and sportsbook – need to provide high levels of help and assistance to their customers, which means that there are many customer servive jobs in Malta at any time.
- 1 If You Love Helping People And Want To Live And Work In Malta, Read On…
- 1.1 What does a customer service agent do?
- 1.2 What skills do customer service agents require?
- 1.3 Who are customer service agents?
- 1.4 What career opportunities are there within customer service?
- 1.5 How much do customer service agents in igaming earn?
- 1.6 If you would like to start a career in igaming, let us help you!
What does a customer service agent do?
The igaming sector is obviously one that is based around the internet, websites and apps, but the reality is that customers live in the real world and often have questions or need help to use the website. While the number of questions per customer is probably very, very low, when there are lots of customers there will be lots of questions.
Customer service agents respond to these questions via email, chat and phone to help players navigate the website, organise paperwork (such as KYC and AML regulations), give out bonuses and free spins and take any actions when needed relating to gambling addiction. Many countries have rules for igaming businesses to follow for the protection of customers that show any signs of addiction or problem behaviour. Since it is the customer service agents that have direct contact with players, their responsibilities are very real.
Customer service teams generally have some sort of service level agreement that requires that, for example, all calls are answered within one minute. These standards will be different from company to company, but every one has their own minimum requirements and as the customer facing part of a business, there are many reputational elements that rely on high quality and fast service.
What skills do customer service agents require?
In addition to languages, it is essential that applicants have strong computer and general software (spreadsheets, for example) skills. Customer service agents will spend large parts of their day sat in front of a computer with a headset on, so it is vital to be computer savvy. Additionally, a desire to really help people solve their problems is important. These jobs are all about service, after all.
Who are customer service agents?
Customer service agents in many igaming companies are near the start of their working careers. This means that they are often in their early and mid twenties, sometimes in their first job, more often their second or third. As noted above, there are very real responsibilities, but many customer service agents have entered igaming with minimal previous work experience.
Lots of businesses use their customer service agents as a way to test staff for possible promotions. When igaming companies can recruit internally to fill a role, they usually like to do so. There are several types of department – such as payments, affiliation and VIP management – that do not require highly specific skills and working in “CS” is a great way to work in gaming and be visible for an internal promotion.
The igaming businesses in Malta are mostly multinational companies that operate in several markets. This means that they have requirements for customer service agents that are fluent in the mother tongues of those markets. Therefore, many companies require staff fluent in the Scandinavian languages, German, Japanese, plus English. English is generally the internal working language of the business.
Whilst it may not be politically correct to say so, it seems that females might be more suited to customer service roles than males. This is simply an observation, having worked for two operators where around seventy percent of CS agents were female. Companies do not have policies to recruit young women, but they must often believe that they are the better job candidates.
What career opportunities are there within customer service?
Customer service departments are normally organised by language. This means that a company that operates in, let’s imagine, five markets, might need five customer service teams. Each team might consist of three to five agents, but for large companies with lots of players, these teams might be much larger. Each team would then have a Team Leader or Supervisor. There will also be a Head of Customer Service, which is a management role with significant responsibility.
How much do customer service agents in igaming earn?
Customer service agents are often new to the workplace, which means that their salaries reflect this. Starting salaries in Malta are often in the early 20s, meaning perhaps €22,000 to €25,000 per year. This is enough to live quite well in Malta. The average salary for most Maltese staff is several thousand euros per year lower than this. However, most igaming staff need to live and work in and around Sliema, St Julians or Msida which are some of the more expensive areas in the country. Strong rental price increases between 2012 and 2017 mean that these salaries are no longer the easy and fun life that they were.
If you would like to start a career in igaming, let us help you!
We have worked in the igaming sector for several years and know many, many people that work within it. Over time, we have come to learn who are the best and worst people to work with. Therefore we have partnered with a recruitment consultancy that specialises in igaming and has a strong presence in Malta. We have personally used their services – that means that we have been personally been placed by them – and liked them so much that we now recommend them to others! If you would like to have our recommended partner help you, please follow the link below to send us your details today.