Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.
The Role
As a Priority Customer Service Agent (German Speaking), you will be part of a high-performing team dedicated to supporting our most valued clients. This role requires not only a strong command of customer service fundamentals but also an exceptional ability to deliver premium, proactive, and empathetic support. You will be expected to resolve issues efficiently, collaborate cross-functionally, and go the extra mile to ensure a world-class experience for high-value customers. You will play a pivotal role in representing our brand by maintaining the highest standards of service quality, professionalism, and client satisfaction across all communication channels.
Key Responsibilities:
- Deliver an exceptional level of service via email and live chat tailored specifically for VIP and high-value customers.
- Ensure customer queries are responded to promptly, courteously, and thoroughly, adhering to agreed SLAs with a high attention to detail.
- Maintain strong and efficient communication with relevant departments, escalating critical issues appropriately and following them through until resolved.
- Build professional relationships with customers, fostering trust and long-term loyalty.
- Track and follow up on customer issues, ensuring timely and complete resolutions, especially for sensitive or high-priority cases.
- Act as a key player in identifying service gaps and proposing tailored solutions to improve the premium customer experience.
- Proactively monitor and report on trends in VIP interactions to suggest improvements in service processes or policies.
- Support internal teams such as the Fraud and AML departments when required, handling sensitive data with the
utmost discretion.
- Champion the voice of the customer by sharing recurring feedback and insights with Product, Marketing, and Technical teams to enhance the overall player experience.
- Assist with onboarding and training new team members, contributing to knowledge-sharing initiatives and mentoring junior staff.
- Uphold and represent the values of the company with integrity, acting as a role model for excellence in customer service.
Requirements:
- Native or C2-level German language proficiency and fluency in English.
- 1+ year of experience in Customer Service within the iGaming industry.
- Demonstrated experience managing communications with VIP/high-value clientele.
- Excellent interpersonal and communication skills; emotionally intelligent and resilient under pressure.
- Tech-savvy and adaptable to new tools and platforms; prior experience with Zendesk or similar systems is advantageous.
- Strong problem-solving abilities with a customer-first mindset and a proactive approach to conflict resolution.
- Ability to work independently and collaboratively in a fast-paced, 24/7 environment.
- Willingness to work shifts, including evenings and weekends, to ensure round-the-clock premium support.
What we Offer:
- Wellness benefit (after probation).
- Optician/Spectacle and Blue Lens Benefit (after probation).
- Health Insurance.
- Breakfast/lunch all week.
- Monthly snacks allowance.
- Training support.
- Modern office facilities.
- Exciting Company Events.
- Beer Fridays.
- Refer a friend bonus.
You should not apply if......
- You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We`re looking for team members who will put in the work that others won`t.
- You cannot take constructive feedback.
- You can`t handle stress and pressure.
- You have the mindset of "Quick Money", this is a marathon, not a sprint.
- You do not embody our core values.