Customer Service Agent (Baden, Switzerland)

About the role

Gaming1, an international leader in land‑based and online games of chance, is looking for a Customer Service Agent to join its team in Baden, Switzerland. The role involves providing detailed, high‑quality responses to player inquiries via email, phone or chat, ensuring high satisfaction and protecting the company’s image.

Key responsibilities

• Provide detailed, quality responses to player questions via email, phone or chat.
• Register, monitor and resolve player requests and potential problems on the game platform.
• Evaluate whether to respond directly or transfer the request to another service.
• Meet individual and collective KPI objectives set by management.
• Accept feedback and implement improvement plans.
• Pre‑analyze and report technical issues following the incident management procedure.
• Work various schedules to guarantee 24‑hour support.

Required profile

• Experience in customer service or customer‑facing roles, preferably in iGaming, betting or online entertainment.
• Excellent written and oral communication skills in English (native or C1/C2 level).
• Good command of German (asset).
• Strong customer orientation and ability to handle difficult situations calmly and professionally.
• Ability to multitask and perform well under pressure in a fast‑paced environment.
• Strong problem‑solving skills and attention to detail.
• Flexibility regarding working hours, including potential evening/weekend shifts.

Required skills

• CRM tools
• Ticketing systems
• Basic troubleshooting

What we offer

• Opportunity to work on ambitious international projects within a growing group.
• Collaborative, high‑performing work environment with trust‑based leadership.
• Continuous learning and career development through training and internal mobility.
• Competitive salary and benefits package aligned with the local market.
• Hybrid working model with up to 50 % remote work.
• International, people‑first culture.