Customer Operations Analyst (Polish Speaking)

• Deliver excellent customer service by handling player queries via email and LiveChat, ensuring timely, professional, and empathetic responses;
• Resolve customer complaints and technical issues, including but not limited to: missing winnings, deposit and payout problems, promotional complications, and responsible gambling concerns;
• Understand and follow operational and regulatory procedures, including Know Your Customer (KYC), GDPR compliance, and account security best practices;
• Stay informed on all current promotions, bonuses, competitions, and product offerings to assist players accurately and effectively;
• Process and verify player documents, identify forged documentation, and ensure compliance with Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) obligations;
• Monitor and flag accounts based on behavioural patterns, risk levels of payment methods, deposit behaviour, wagering activity, product usage, and geographic indicators;
• Review and process withdrawal requests across various payment methods in line with internal policies and anti-fraud controls;
• Collaborate closely with cross-functional teams to ensure seamless player experience and operational efficiency;
• Handle ad hoc operational tasks as required to support day-to-day business continuity.

• Excellent communication skills in business English (spoken and written); fluency in an additional language is considered a strong asset;
• Strong computer literacy and comfort navigating multiple systems in a fast-paced support environment;
• Previous experience in a customer-facing or office-based support role;
• A problem-solving mindset with a strong focus on delivering high-quality, customer-centric service;
• Patience, empathy, and adaptability when dealing with diverse player situations;
• Ability to remain calm and effective under pressure, with a proactive and solution-oriented attitude;
• Reliable team player with a collaborative work ethic and a positive approach;
• Previous experience in the online gaming industry is an advantage, but not a requirement;
• Flexibility to work on a rotating shift schedule, including evenings, weekends, and public holidays.

• Initial in-depth onboarding training;
• Funding for training and self-development;
• Company taxi for late shifts or for work related events;
• Private Hospital and Clinic Health Insurance;
• 6 weeks per year working from abroad;
• 4 weeks of Parental Leave for new Dads;
• Option of 1 month working on reduced hours after Maternity Leave;
• 1 day of Birthday leave;
• 5 days of child sick leave for parents;
• Referral Compensation;
• Added Leave Day For Voluntary Work.

• The personal data that we are provided with is used by us only for the following purposes: recruitment processes, the performance of our duties arising from the provisions of the law relating to employing workers and establishing cooperation, and, potentially, also to establish, pursue and defending claims made against us.
• The legal basis for the processing of personal data by us is the provisions of the law, the legal duty that is imposed upon us (art. 6 (1) (c) GDPR) in the event of recruitment, to take steps at the request of the data subject before entering into a contract and to perform a contract (art. 6 (1) (b) GDPR). We can also process data based on our legitimate interests pursued by the controller consisting of establishing, pursuing, or defending against claims in proceedings before courts or public authorities(art. 6 (1) (f) GDPR).
• We can make our employees' data available to entities and bodies to which we are obligated to transfer the data under the provisions of the law, as well as entities that render services on our behalf that are necessary to conduct business (e.g. accounting, legal services, services related to benefits concerning medical care, insurance and access to recreational facilities, etc.).
• We will only keep personal data stored for as long as is reasonably necessary to carry out the purposes and legal obligations outlined in this clause.
• In the case of recruitment - we will keep your data for the entire recruitment period and up to 3 months after its completion.
• If you give us your consent - we will keep your data for the future recruitment processes up to 3 years.
• You have the right to: access your data, rectify, erasure, restrict processing, make a complaint to a supervisory authority, and the right to transfer the data. The consent to the processing of personal data may be withdrawn at any time. However, it does not affect the lawfulness of processing based on consent before its withdrawal. In the case of recruitment, withdrawing the consent will make it impossible for us to take your application documents under advisement.
• For the performance of the rights related to personal data, please contact the Data Protection Officer: dpo@energycasino.com.

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