Finnish Speaking - Customer Experience Agent

Summary

Join Rhino Entertainment's dynamic team as a Customer Experience Agent, providing outstanding service to Finnish and English-speaking customers via email and live chat. You will process withdrawals, ensure smooth customer journeys, and contribute to team goals by achieving personal KPIs. This role involves collaborating with other teams, escalating issues, and resolving customer cases. You will also process KYC documentation and provide insights into customer feedback to improve systems and processes. No two days are the same, making this an exciting opportunity for passionate individuals with excellent communication skills.

Requirements

• Fluent in written and spoken Finnish and English
• Analytical and problem-solving skills
• Acquires high levels of adaptability and flexibility
• Demonstrated ability to work well under pressure and multitask
• Strong organisational and time management abilities
• Passion for delivering an outstanding customer experience
• Collaborative mindset, with the ability to work effectively within teams and across departments
• Willingness to work shifts

Responsibilities

• Provide outstanding customer service through live chat and email in both Finnish and English
• Communicate directly with other teams and providers to solve customer queries in the most efficient way
• Provide an enhanced customer experience by swiftly and safely processing customers' withdrawals
• Contribute to team effort by achieving personal KPI’s to support departmental SLA’s
• Escalate matters that require further attention from internal teams, ensuring timely resolutions
• Take ownership of customer cases that cannot be resolved at the point of contact and see them through to full resolution
• Process KYC and documentation, and conduct any enhanced due diligence when required
• Provide insight into current customer feedback and help shape our systems, processes, FAQs, and Knowledgebase within Operations and wider Country Management
• Maintain a customer focused approach by consistently prioritizing the player experience
• Any ad/hoc queries required by business such as analysing customer contact trends and patterns, and providing context around these

Preferred Qualifications

Prior experience in customer facing or a similar role within iGaming will be considered an asset

Benefits

• Competitive salary based on your knowledge & experience
• Quarterly performance bonus split on personal objectives and company performance
• ���500 Yearly Wellness & Mindfulness allowance to support an active lifestyle
• Flexibility & a work-life blend through our Hybrid Working environment
• Work from anywhere with our 30 days “overseas working”
• Diverse, dynamic, fun environment with happy and helpful colleagues
• Learning & Development opportunities to invest in your personal development
• Fresh fruit, healthy snacks & food are available at the office everyday - and of course, good tea & coffee
• Free parking, table tennis, lounge area, plenty of meeting rooms and sea views at our ergonomic office
• Regular social events to strengthen long lasting relationships
• Enjoy a “Me Day” on your birthday
• Paid time off, including extra days for special life events
• AXA Private Hospital & Dental Insurance Coverage
• Form an active part of our talent acquisition, with our Referral Bonus