Responsible Gaming Interaction Specialist - Swedish Speaking

Responsible Gaming Sliema, Malta


Description

Position at LeoVegas Mobile Gaming Group

LeoVegas’ passion is “King of Casino”. LeoVegas is Sweden’s premier GameTech company and is at the forefront of using state-of-the-art technology for mobile gaming.
A large part of this success can be credited to an extreme product and technology focus coupled with effective and data-driven marketing. Technology development is conducted in Sweden, while operations are based in Malta.
LeoVegas offers casino, live casino and sports betting. We operate global and scalable brands including LeoVegas & Royal Panda, as well as several UK facing brands such as Pink Casino & Bet UK.
The company’s shares are listed on Nasdaq Stockholm. For more information, please visit www.leovegasgroup.com

In this role you will be responsible for assisting all operational departments in all responsible gaming queries, as well as proactively interacting with customers in line with the company's RG procedures. The role involves conducting supportive conversations aimed at eliciting meaningful behavior change and positive outcomes with our customers.

The main tasks include:
  • Conducting and documenting RG communication with customers by proactively scheduling outbound RG calls, sending emails and conducting live chats with customers.
  • Analyzing and reviewing customer behavior in order to identify customers who require an RG interaction
  • Reviewing and interacting with customers who hit certain financial and/or time thresholds
  • Assessing customer’s responses to said interactions and understanding whether or not the interaction has reached its objective and can be classified as being successful
  • Following-up with customers for whom an interaction has not been successful and deciding whether or not a subsequent interaction is needed to address this.
  • Working with the team to be an escalation point for CS and other Operations teams for RG related queries and performing any follow up interactions required
  • Assisting with and conducting training for other front-line teams on the topic of RG interactions
Qualifications & Essential Competencies:
  • The ability to speak/read/write/conduct RG interactions in Swedish, as well as English
  • Previous experience in the iGaming industry is essential
  • Experience working with RG is preferrable. For example, customer facing roles with RG training etc. 
  • Previous experience conducting RG interactions will be considered an asset
  • The ability to speak a third language will be considered an asset
Our Culture:
At LeoVegas Mobile Gaming Group we firmly believe that our diversity is what makes us unique and that everyone and anyone is welcome to enjoy the ride - regardless of age, gender, disability, race, national or ethnic origin, religion, language, marital or civil partnership status, political beliefs and sexual orientation.
We are highly committed to uphold a high level of diversity and inclusion throughout our entire group. Being a global company with a widely diverse customer base makes it essential for our workforce to be a reflection of this.
By doing so, we believe we will achieve the best possible customer experience and create better value to our shareholders by doing so.

Working Hours:
Shifts - rotating basis (5 days on/2 off; 7am - 12am).

What we offer:
  • Competitive salary
  • Well-being allowance to support your active lifestyle.
  • Private health insurance to keep our Team Leo healthy and happy.
  • Personal development plan to help you reach your goals and ambitions.
  • Monthly lunch allowance to feed our hungry lions (sorry diets! We're feeders).
  • Employee assistance program to help and guide you in challenging moments.
  • Roaring discounts all over Malta island for you to explore.
  • Team activities and events to have some well deserved break and a bit of fun!
  • If you are not based in Malta we will also provide you with a relocation package, which includes 3-week accommodation and flight.
  • And much more!