ARRISE sets the benchmark for service delivery and excellence in the i Gaming industry. Playing a key role in the success of its clients, which include Pragmatic Play, a brand relied upon by the world’s biggest online casinos for its cutting-edge products, ARRISE helps to deliver exceptional gaming experiences to millions of players worldwide.

Our global team of over 6,000 talented and driven professionals are shaping the future of i Gaming. Headquartered in Gibraltar, we have offices spanning Canada, India, the Isle of Man, Latvia, Malta, Romania, Serbia, Bulgaria, and the UAE, and more exciting destinations on the horizon.
At ARRISE, we take pride in creating growth opportunities at all levels, constantly investing in our people while welcoming new colleagues and forging strategic partnerships that open new opportunities for success.

To achieve this, we bet on ourselves. We know that success is a collective effort, and our team is driven by ambition, collaboration, and a shared commitment to grow and succeed—while embracing every step of the journey.

Be part of the future of i Gaming with 6,000 ARRISERS! See a job that excites you? Apply now, and our friendly recruitment team will connect with you soon. Your journey starts here!

Role Overview:
The Customer Service Shift Coordinator will be responsible for maintaining professional relationships with partner operators by overseeing interactions between dealers and players. The role ensures smooth communication, provides assistance to players, and supports operational managers, acting as a backup during their absence to guarantee seamless game operations within the studio.

Key Responsibilities:

• Ensure compliance with company SLAs and operational procedures during shifts.
• Monitor communication between shifts and report any irregularities or issues to management, including delays, absences, and procedural misconduct.
• Supervise and support tour managers in overseeing table operations, ensuring adherence to internal rules and game regulations.
• Maintain up-to-date knowledge of game procedures and potential fraudulent activities to ensure operational efficiency.
• Address player inquiries, complaints, and suggestions, escalating complex issues to relevant departments when necessary.
• Report technical issues to the appropriate teams and provide detailed reports on any irregularities or complaints observed during shifts.
• Coordinate with various departments to solve problems reported by partner operators, ensuring timely and efficient resolution.
• Act as a role model for discipline and professionalism within the team.
• Office-based role, involving 8-hour shifts.
• Collaboration with team members and cross-functional departments.

Requirements:

• At least 6 months of experience in a similar role.
• Good command of English and intermediate PC skills, including MS Office.
• Strong communication, analytical thinking, and problem-solving skills.
• Ability to remain calm, attentive, and professional during high-pressure situations.
• Excellent teamwork and technical skills.

Desired Traits:

• Attention to detail, assertiveness, empathy, discipline, and motivation.
• Strong organizational and multitasking abilities.

Additional Duties:

• Maintain confidentiality and adhere to company policies and procedures.
• Continuously seek professional development and improvement.
• Support safety and health protocols in the workplace.
• Use of company-provided tools, equipment, and internal communication platforms within company guidelines.

Please include CV in English and a Cover letter. Applications without these will not be considered.