Job Description

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



As a FDJ UNITED Customer Service Agent, you will be one of over 200 agents across the globe who support the customers of our 9 brands worldwide. You'll have the opportunity to engage with our customers from all over the world, assisting them with their inquiries and ensure their satisfaction by offering our customers the best gambling experience ever!



Whether through live chat, email, or other digital platforms, you'll play a crucial role in building and maintaining positive customer relationships.



The role requires patience, empathy, and excellent problem-solving skills, as well as the ability to remain calm and professional in challenging situations. If you're a tech-savvy, customer-oriented individual, with excellent communication skills and a passion for providing top-notch service, then this online customer service vacancy could be the perfect fit for you.



This vacancy is based in Gibraltar and offers great career opportunities to use your passion for customers in an online gambling environment. Please note that we do not offer visa sponsorship for this position.





What you will do


Deliver customer support across LiveChat (70%), e-mail and telephone Cover multi markets, using the translation tools available Guide players through the website &/or Mobile App platform assisting them in using our services and products Share knowledge, contribute to team projects and identify innovative practices that improve customer support activities Work closely with other departments including Player Safety, Payments and CRM to ensure a positive and safe gambling experience Speak on behalf of customers by providing useful feedback on their experiences Support your colleagues and contribute to a great team atmosphere




How will success be measured in this role


Contact quality; demonstrating empathy, reaching a 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 FDJ UNITED values Successful completion of all relevant training and other compliance activities that support FDJ's sustainable and responsible growth 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




Your experience


Fluency in English language both spoken and written is essential 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


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.


Application Process


We believe talent knows no boundaries. Our hiring process focuses solely on your skills, experience, and potential to contribute to our team. We welcome applicants from all backgrounds and evaluate each candidate based on merit, regardless of personal characteristics as the age, gender, origin, religion, sexual orientation, neurodiversity or disability.



Details

Hybrid

Gibraltar

Full Time Permanent

OPS0095

Location

Gibraltar

4th Floor World Trade Center, 6 Bayside Road, Gibraltar

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Benefits

Well-being allowance

Learning and development opportunities

Inclusion networks

Charity days

Long service awards

Social events and activites

Private medical insurance

Life assurance and income protection

Employee Assistance Programme

Pension

Meet the recruiter

Sofia Ferreira

sofia.ferreira@kindredgroup.com