Swedish Customer Support Specialist

Paf is a Nordic gaming company founded on Åland in 1966 to generate profit for the benefit of society. We were one of the very first gaming companies to go online in 1999. Many of our games are exclusive to Paf and developed by our in-house Games Studio. We are an award-winning industry leader in responsible gaming. Our physical gaming operations include over 30 cruise ships criss-crossing the Baltic and North Seas. Paf has roughly 350 employees representing over 30 nationalities. Our offices are located on Åland, in Helsinki, Stockholm, Riga, Tallinn, Oslo, Norrköping, Gzira and Madrid. Paf (Ålands Penningautomatförening) is licensed and controlled by the Government of Åland. In 2019, the Paf Group had a total turnover of 114.2 million euros and a profit of 25.6 million euros. More information at aboutpaf.com


We are looking for a Swedish speaking Customer Support Specialist to Paf's head office in Mariehamn.

Brief Job Description:
The Customer Services Team assists our players with registration, game play, technical, and other queries they might have. As a Customer Support Specialist you are a front-liner of the company, supporting our players currently through online chats and emails.

Key Duties and Responsibilities:
- Efficiently manage incoming customer service inquiries through chat and otherchannels, delivering a high standard and contributing towards an excellent customerexperience.
- Provide accurate, valid and complete information by using the right methods and tools.
- Handle customer complaints, provide appropriate solutions and alternatives within anadequate time frame; following up to ensure resolution, and keeping within the SLAs.
- Contribute towards the departments objectives to increase the accuracy, efficiency and responsiveness of the customer service team as a whole.
- Work towards hitting and exceeding personal and business targets.
- Follow communication procedures, guidelines and policies implied by the business.
- Build rapport with customers through open and interactive communication.
- Share customer feedback with the CS team, Tech team and relevant teams to contribute towards the development of new products and services.
- Understand the importance of social responsibility and act in the best interest of players with gambling concerns or problems by following the company's Responsible Gambling procedures.
- Comply with legal requirements, industry regulations, internal policies and professionalcodes.


Requirements:
- Strong customer focus, be a customer advocate.
- Excellent verbal and written Swedish and English language skills.
- Reliable and ethical, respecting customers' concerns and confidentiality.
- Organised and methodical, with good attention to detail.
- Computer / IT literate, and familiar with CRM systems.
- Knowledge of the i-gaming industry is considered an asset.
- Flexible working times, including evenings and weekends.



Vi vill inte bli kontaktade av rekryterings-/bemanningsföretag.