Customer Service Representative (Turkish Speaking) – Malta iGaming Job
Customer Service Representative (Turkish Speaking) | iGaming | Malta (Hybrid) | 24/7 Rotating Shifts
Location: Malta (Hybrid, with onsite flexibility)
Working Pattern: Rotating shifts, Monday to Sunday, 24/7 coverage
Contract: Full-Time, Permanent
Team: Customer Operations, 24/7 Multilingual Support
About the Role
Our client, an established iGaming operator headquartered in Malta, is hiring a Customer Service Representative (Turkish Speaking) to join their 24/7 multilingual customer operations team.
This is a hybrid role combining front-line player support with back-office operations across two critical functions, Customer Support (CS) and Risk and Fraud Prevention (RFP).
The Customer Service Representative (Turkish Speaking) is the first point of contact for players reaching out via live chat and email, handling everything from account access and verification questions through to bonus queries, game issues, and payment concerns.
Alongside that, the role covers back-office operations including KYC verification, payment reviews, and queue management. You will coordinate between players, internal teams, and external providers, juggling multiple queues while making sound judgement calls on sensitive cases.
This turkish-speaking role exists to support the operator’s player base in the Turkish market.
You will communicate fluently with players in both Turkish and English across live chat and email, ensuring that Turkish-speaking customers receive the same standard of care, accuracy, and responsiveness as every other player base on the platform.
This is a Malta-based role on a hybrid pattern with onsite flexibility. The 24/7 nature of online casino and sports betting means the Customer Service Representative (Turkish Speaking) position operates on a rotating shift pattern covering Monday through Sunday.
The successful candidate will be joining a structured team where every interaction matters and every case is logged, audited, and held to clear SLA and quality KPIs.
Key Responsibilities
The core focus of the Customer Service Representative (Turkish Speaking) role is front-line customer support. You will handle player inquiries through live chat and email covering the full spectrum of issues a regulated iGaming operator encounters, including account access and verification, bonus and promotion questions, game-related issues, and payment concerns.
You will communicate clearly in both English and Turkish at all times, escalate complex cases to the appropriate internal teams, and follow each case through to resolution while keeping accurate records in the CRM and helpdesk systems.
KYC and compliance work forms a significant part of the role. You will review and process KYC submissions, including ID documents, proof of address, and source of funds documentation, against both regulatory requirements and internal standards.
Where submissions are incomplete, inconsistent, or suspicious, you will flag them to the Compliance and Risk teams, communicate outcomes clearly to the player, and maintain audit-ready records of every action taken.
Deposits, withdrawals, and payments oversight is the third pillar of the Customer Service Representative (Turkish Speaking) role.
You will monitor and action pending deposits and withdrawals across multiple payment providers and brands, escalating any transactions requiring manual review, and liaising directly with providers on issues or delays.
You will flag suspicious patterns for Risk and Fraud Prevention review and ensure every action complies with internal procedures and player-level limits.
Quality, efficiency, and customer satisfaction are constant priorities. You will meet individual and team targets for customer satisfaction (C-SAT), response time, and SLA compliance across live chat, email, and back-office tasks.
You will uphold quality standards on QA reviews and case audits, document every interaction accurately, spot recurring issues, surface bottlenecks to team leads, and contribute to ongoing improvements in SOPs and processes.
Finally, the Customer Service Representative (Turkish Speaking) will stay current on platform updates, promotional campaigns, and internal SOPs to ensure the information given to players is always accurate, and to support seamless coordination across the wider Customer Operations function.
What We’re Looking For
The Customer Service Representative (Turkish Speaking) we are looking for combines strong written communication, methodical attention to detail, and the composure to handle sensitive financial and identity data in a fast-paced, regulated environment.
Essential
- Fluent Turkish (spoken and written) at a professional working level
- Fluent English with strong written communication skills
- 1 to 2+ years of experience in customer support, customer operations, or a service-focused role
- Sharp attention to detail and comfortable handling sensitive financial and identity data
- Able to prioritise across multiple queues in a fast-paced environment
- Proficient with CRM, helpdesk, and back-office tools
- Comfortable working rotating shifts across a 24/7 operation including weekends and nights
- Goal-oriented, collaborative, and consistent in approach
Advantageous
- Previous experience in iGaming, sports betting, fintech, or crypto
- Background in KYC, payment processing, or Risk and Fraud Prevention (RFP)
- Experience with Zendesk, Intercom, Freshdesk, or similar customer support platforms
What’s on Offer
This Customer Service Representative (Turkish Speaking) role is based in Malta with hybrid flexibility, allowing successful candidates to balance onsite presence with home-based working where the shift pattern allows.
The role operates on a 24/7 rotating shift schedule covering Monday through Sunday, ensuring continuous coverage across the player experience.
You will join a structured Customer Operations team within an established regulated iGaming environment, working with modern CRM and helpdesk tooling alongside experienced colleagues across Customer Support, KYC, Risk, and Payments.
The role offers clear development paths into senior Customer Operations positions, team leadership, KYC specialism, Risk and Fraud Prevention analyst roles, or payments operations.
Malta is one of Europe’s most established and respected regulated iGaming jurisdictions, with a significant concentration of operators, suppliers, and service providers.
Building Customer Service Representative (Turkish Speaking) experience in Malta opens up a wide range of long-term career opportunities across the sector.
About Our Client
Our client is an established iGaming operator headquartered in Malta, operating within the regulated Maltese market under the MGA framework.
They run a multilingual, multi-brand online casino and sports betting operation with a strong focus on player experience, regulatory compliance, and operational excellence.
With a growing Turkish-speaking player base, our client is investing in native-quality Turkish support to deliver the same standard of player experience across every market they operate in.
Our client is committed to building diverse, inclusive teams and encourages applications from candidates of all backgrounds and experiences.
Frequently Asked Questions
What does a Customer Service Representative do at an iGaming operator?
A Customer Service Representative at an iGaming operator handles player inquiries through live chat and email, covering account access, verification, bonuses, game issues, and payments.
The role also includes back-office operations such as KYC verification, payment reviews, and queue management across Customer Support and Risk and Fraud Prevention.
The Customer Service Representative is the player’s first point of contact and the operator’s first line of defence on quality, compliance, and player integrity.
What experience do I need for a Customer Service Representative role in iGaming?
Most iGaming operators require 1 to 2+ years of experience in customer support, customer operations, or a service-focused role.
Strong written English, attention to detail, and familiarity with CRM and helpdesk tools are essential. Background in iGaming, sports betting, fintech, or crypto is advantageous but not required.
What shift pattern do Customer Service Representative roles in iGaming follow?
Online casino and sports betting operate 24 hours a day, seven days a week, so Customer Service Representative roles typically follow rotating shift patterns covering mornings, afternoons, nights, and weekends.
This particular role is rotating Monday through Sunday across a 24/7 Customer Operations team based in Malta.
Why does this Customer Service Representative (Turkish Speaking) role require Turkish?
Our client supports a growing Turkish-speaking player base and needs native-quality Turkish communication on live chat, email, and KYC correspondence.
Hiring Turkish-speaking Customer Service Representatives ensures players receive accurate, fluent, and culturally appropriate support in their preferred language while internal coordination continues in English.
What career progression is available from a Customer Service Representative role?
Customer Service Representative roles in iGaming offer multiple progression paths. Common next steps include Senior Customer Support Representative, Team Lead, VIP Account Manager, KYC Specialist, Risk and Fraud Prevention Analyst, Payments Operations Analyst, or Customer Operations Manager.
The combination of player-facing and back-office exposure makes this role one of the strongest entry points into a long-term iGaming career.
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