VIP Chat Agent

Job Title: VIP Chat Agent (iGaming)
Location: Onsite - Mrieħel Malta (3 days per week in office) hybrid possible after probation
Working hours: Rotating shifts
Reporting to: VIP Team Leader

About the Role
We are seeking a VIP Chat Agent (iGaming) to join our growing team. In this role youll deliver real-time high-touch service to our most valuable players across live chat VIP messaging platforms (like Telegram) and occasional calls.

Key Responsibilities

• Deliver live chat service tailored to VIP players providing fast accurate and high-touch assistance.

• Build immediate rapport with players through empathetic knowledgeable and professional communication.

• Act as an extension of the VIP Account Management team aligned on promotions player preferences bonus methodology and tone of voice.

• Liaise with internal teams to escalate and resolve player needs seamlessly minimizing friction.

• Maintain detailed structured records of all player interactions to support data-led VIP service refinement.

• Identify recurring pain points or opportunities and share feedback proactively with relevant teams.

• Uphold strict confidentiality and brand standards in every conversation.

What You Bring

• A minimum of 2 years experience in customer support at least 1 within the iGaming sector.

• Exposure to VIP handling or premium service environments is an advantage.

• Exceptional English (C1/C2) communication skills clear concise and customer-centric.

• Strong interpersonal instincts: you know how to make someone feel valued even through a screen or phone call.

• Comfortable handling sensitive situations calmly and professionally.

• Proactive mindset with the ability to problem-solve in real-time.

• Based in Malta and available to work from our offices five days a week.

Why Join Us

• A competitive salary and full-time permanent contract.

• Direct involvement in shaping our VIP service model as part of a growing high-impact team.

• A dynamic team-oriented workplace that celebrates excellence and initiative.

• Comprehensive benefits package for Malta-based employees including:

  • Private health insurance wellness allowance and communication allowance.

  • Healthy lunch on Wednesdays Social Fridays and Summer & Christmas events.

  • Employee discounts in restaurants and businesses.

  • Extended second-parent leave policy.

  • Transport to the office.