WHO WE ARE:
OneCasino, part of the Glitnor Group, is an online casino established in Malta since 8 years and aiming to provide the best gaming experience. The team comprises experts in casino development and gamer satisfaction, ensuring top-notch quality in all aspects. OneCasino stands out by setting trends in the iGaming industry through exclusive games and a commitment to customer feedback.
Glitnor Group was founded by industry veterans with a wealth of experience in founding and managing numerous successful businesses over the past decade. We have a global presence with a unique and proven track record of building and nurturing strong brands, culture & work environment. Our vision is to take global leadership and change the competitive landscape for Game Studios, Game Operators and Lead Generation.
Glitnor has enjoyed rapid growth since its foundation in 2018, and now has over 200 team members representing more than 20 nationalities. The company has physical locations in Sweden, Malta, Bulgaria, Spain and Gibraltar, and also a number of remote team members around the world.
We are looking for a Responsible Gaming Agent to join our growing team.
Glitnor Group is looking to hire a Spanish-speaking Responsible Gaming Agent to help us uphold the highest standards of care and integrity in player protection, while supporting our mission to create a safe and enjoyable gaming experience for all.
Based in our fantastic office in Barcelona, Spain, you’ll play a vital role in identifying and managing potential problem gambling cases, working closely with internal teams to ensure that we operate responsibly and ethically at all times.
We are growing rapidly so this could be a great step into long term career progression.
What will you be doing?
- Respond promptly and professionally to customer inquiries via live chat and email.
- Provide accurate information and support to players regarding games, promotions, accounts, and technical issues.
- Resolve customer complaints and issues efficiently, ensuring a high level of customer satisfaction with first contact resolution in mind.
- Assist with account verification processes, including KYC (Know Your Customer).
- Monitor and report on player feedback, suggesting improvements to enhance the player experience.
- Collaborate with other departments, such as Responsible Gambling, Fraud & Payments & AML to resolve complex issues and improve service delivery and protect customers from potential gambling harm.
- Stay up to date with industry trends, game updates, and company policies to provide informed assistance.
- Participate in training sessions and team meetings to continuously improve service skills and product knowledge.
Who are you?
- Hold a proven background in a customer support role, ideally within the iGaming environment
- Previous sportsbook experience would be a plus
- Native level of Spanish with a good level of English
- Exceptional communication skills, both written and verbal
- High level of attention to detail
- Enjoy problem solving
- Ability to work well under pressure
At OneCasino and Glitnor we firmly believe that our diversity is what makes us unique and that everyone is welcome to enjoy the ride! We are committed to uphold a high level of diversity and inclusion throughout our group.