German Speaking Support Agent (m/f/d)

MERKUR BETS is one of the leading names in the sports betting industry and part of MERKUR GROUP, an internationally recognized company with over 15,000 employees. We operate in multiple licensed markets, both online and with physical shops, and have ambitious plans for further expansion.

Our multilingual Customer Support Department forms part of the core element of our growing and exciting operations. Therefore, we are looking for experienced German Speaking Customer Support Agents (m/f/d) to support our day-to-day operations. This is a full-time role, 40 hours per week, requiring availability from Monday to Sunday, with shifts scheduled across morning, afternoon, and evening hours. The position requires providing professional support in English when necessary.
Your responsibilities

• As German Speaking Support Agent (m/f/d) you provide customer support through chat, phone and email and you are a representative outward to our customers.
• You also assist the Management Team in reporting technical issues and giving insights to what is happening in the market.
• Maintaining accurate customer records in line with data protection procedures is required, while consistently meeting both individual and departmental SLAs.
• As part of the team, you document customer interactions to ensure a complete and accurate customer history and support management with additional projects and tasks as required.
• Last but not least, you resolve product and/or service problems by clarifying the customers complaint and determine the cause of the problem. You will also assist the management with other projects and duties when requested to do so.

Your profile

• At least 1 year of work experience within the customer support industry and understanding of the Gaming Industry
• Excellent written and verbal communication skills in German and English
• Ambitious and able to work well in a multicultural team
• Able to work on shift basis across weekdays and weekends
• Be comfortable working in a fast-paced, dynamic environment where no two days are the same

Your advantages

• Family-run group of companies with a positive and international business environment
• Open door attitude and friendly corporate culture
• High degree of personal responsibility
• A wide variety of career opportunities within the entire group
• Competitive salary and a wide range of great benefits