Mr Who?

MrQ - we're an awesome, award winning online casino launched in 2018. We're big on tech, big on performance and most of all - big on fun. Over the years, we have experienced explosive growth - which means we need more rock stars to join our quest for total world domination.

We’re looking for a Customer Care Agent to join our team and be the voice of our customers, the one they turn to when something’s not working or just needs sorting. The fourth emergency service? Not officially. But close.

You’ll handle chats, emails, complaints and processing payments, getting to the bottom of issues and making sure everything gets sorted. You’ll also spot patterns and flag issues to help improve how things run behind the scenes.

It’s a role that needs sharp judgement, strong attention to detail, and the ability to support customers whether things are going well or not.

What You will be doing

• Juggling multiple live chats and emails at once, helping customers with things like deposits, withdrawals, gameplay, and safer gambling.

• Checking customer details against documents like ID and proof of address to make sure everything lines up.

• Handling complaints from start to finish, sometimes over the phone, and pulling in the right teams when something needs extra support.

• Taking real ownership of each query, listening properly, understanding what’s going on, and making sure nothing gets left hanging.

• Thinking on your feet to solve problems quickly, even when the answer isn’t obvious.

• Spotting when a customer might be vulnerable and stepping in early with the right support, handling sensitive conversations with care.

• Building rapport with customers, asking the right questions, and navigating tricky situations calmly and confidently.

• Noticing patterns or repeat issues and feeding them back so we can improve how things work.

• Following the right processes and keeping everything safe, secure, and compliant.

• Delivering great service every time, even when things are busy.

What We're Looking For

• Excellent attention to detail, capable of dissecting large amounts of information and meticulously reviewing account details and documents.

• Empathetic, able to tactfully probe and ask sensitive questions.

• A minimum of 6 months experience working in a high volume customer service or sales environment, capable of managing multiple concurrent tasks and chats.

• A great understanding of the customer service industry and what it takes to provide exceptional customer centric service.

• Previous experience in iGaming would be great, but not essential.

Location & Working Pattern

• This is a Malta-based hybrid role, with one day per week in the office. You’re welcome to come in more often if you prefer, and can otherwise work from home.

• You’ll be working on a 4 on, 2 off shift pattern, one set of early shifts, 9am - 6pm, and one set of late shifts, 2pm - 11pm (MT time). These will rotate on a weekly basis and may vary depending on team cover.

What We Offer

At MrQ, we take pride in providing an array of fantastic benefits to our valued team members. Enjoy a competitive salary package that recognises your hard work and dedication. Need some extra time off? We've got you covered with additional leave days, and we believe in celebrating life's special moments, including your birthday, with dedicated birthday leave. Family matters to us, too, which is why we offer a generous four-week parental leave. Your well-being is our priority, supported by international health and life insurance. Stay motivated with wellness incentives and seize opportunities for personal and professional growth with our growth allowance. Embrace a flexible working environment that caters to your needs, and join our friendly and multinational team, where collaboration and camaraderie flourish. At MrQ, we're committed to ensuring that your experience with us goes beyond just a job – it's a fulfilling journey with a supportive community.

We are committed to fostering a workplace that values and celebrates diversity. We welcome individuals of all backgrounds and experiences, and we believe that a diverse and inclusive environment leads to innovation and success. We actively promote equal opportunities for all employees and strive to create a space where everyone's voices are heard and respected. Join us in our journey to build a truly inclusive workplace where every person can thrive and contribute to our collective success.

To help our recruitment team work efficiently, please apply to the role that best matches your skills and experience. Our team will consider you for other similar roles as well!