RoyalCasino
Customer support agent
Full-time, Jul 2024 to Apr 2025
“Oliver very quickly showed good skills in detail, technique, and formulation … he has created and optimized new work tools for the daily work in our department and has focused on QA processes in general.”
“Oliver exhibits a very high degree of independence and responsibility, and he manages to maintain an overview in stressful situations and to take care of the most pressing tasks first. … Oliver has helped train new colleagues and has done so in an instructive, directive, and patient manner. … He is very well-liked among colleagues.”
“It can only be a pleasure to recommend him to a future employer.”
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The employment ended at Oliver’s request.
Answering user inquiries via email and chat: The function requires good communication skills, empathy, patience, creativity, and cooperation skills, which came very naturally to Oliver. His emails are very well-considered and tailored with an understanding of the individual user. Oliver has distinguished himself and has been a great help to other colleagues.
Monitoring and processing transactions: The function requires overview, understanding of the transaction’s path to and from the user, analytical insight, and knowledge of reasons for rejected transfers, card and Mobilepay payments, and 3DS, all of which Oliver has fulfilled very satisfactorily.
KYC, Know Your Customer: Knowledge of money laundering, misuse of payment methods, responsible gambling, and altered gaming or transfer patterns is very important, as is being detail-oriented and independent. Oliver has been successful with this and has demonstrated very fine skills in this area.
Overall: Following both his own wish and a wish from the company, Oliver was assigned to SEO and QA tasks. He optimized our news articles and game reviews, took a very active part in writing the game reviews, and guided other colleagues. His good collegial understanding, his open and accommodating nature, and his interest in the people around him have contributed to a very good atmosphere in the office in Malta.