--ADVERTISEMENT--
Are you passionate about delivering excellent customer service and looking for a fully remote role? We are seeking a dynamic Customer Support Agent to join our team in the thriving iGaming industry. As our players’ primary point of contact, you will provide exceptional assistance via chat and email, address inquiries, resolve issues, and handle concerns. You will also collaborate with various departments to ensure our players receive seamless support.
Key Responsibilities:
- 📧 Customer Interaction: Respond promptly and professionally to customer inquiries, issues, and concerns via chat and email.
- 💬 Player Assistance: Assist players with information on promotions, bonuses, rebates, and payment status for deposits and withdrawals.
- 🛠️ Troubleshooting & Technical Support: Troubleshoot live casino, slots, and sportsbook issues, providing timely technical support and escalating game-related issues as needed.
- 📈 Dispute Resolution & Fraud Detection: Serve as the escalation point for customer disputes, including verification issues, and identify/report fraudulent or suspicious activity.
- 🤝 Customer Relationships & Problem Resolution: Develop strong customer relationships to enhance player satisfaction and loyalty, providing accurate and efficient resolutions to concerns.
- 📝 Record Keeping & Feedback Documentation: Maintain detailed records of customer interactions and document player feedback to help improve service and product offerings.
- 🔄 Continuous Learning & Knowledge Base: Stay up-to-date with new procedures, games, features, and promotions through internal communication platforms, continuously updating your knowledge base.
- 📅 Training & Meetings: Attend regular training sessions and team meetings to stay informed about industry trends and company updates.
- 🔗 Cross-Department Collaboration & Strategy Development: Coordinate with other departments to resolve player issues and participate in team meetings to contribute to strategy development for improving customer satisfaction.
Team and Work Structure:
- 👥 Team Composition: Join a friendly and efficient team composed of Junior Agents, Senior Agents, and Shift Leaders, providing a supportive and positive work environment.
- ⏰ Shift Flexibility: Work across three rotating shifts – Morning, Mid-shift, and Afternoon shifts, ensuring variety and flexibility in your work schedule.
- 📆 Work Schedule: Enjoy a balanced work-life schedule with 5 working days per week, including weekends, and two days off.
- 📨 Chat Management: Start with a reasonable chat limit of 6 as a Junior Agent, progressing to 8 as you advance to a Senior Agent.
- 📈 Professional Development: Benefit from continuous training and growth opportunities, enabling you to advance to a Senior Agent position within 6 months based on your performance, with enhanced perks.
--ADVERTISEMENT--
Competencies:
- 🗣️ Communication Skills: Excellent verbal and written communication skills to interact effectively with customers and colleagues.
- 🧠 Problem Solving: Strong analytical and problem-solving abilities to address customer issues efficiently and creatively.
- 🤝 Empathy: Empathy and compassion towards customer concerns, ensuring personalized and supportive interactions.
- 🔍 Attention to Detail: Meticulous attention to detail to maintain accuracy in customer records and resolve inquiries comprehensively.
- 🌪️ Resilience: Ability to stay calm and maintain professionalism under pressure, managing challenging situations with composure.
- 🔄 Adaptability: Flexibility and willingness to learn, adapting quickly to evolving procedures and customer needs in a dynamic industry.
- 🤹 Teamwork: Strong teamwork skills, collaborating effectively with cross-functional teams to deliver seamless customer service.
- ⏳ Time Management: Excellent organizational skills and ability to prioritize tasks in a fast-paced environment, ensuring timely responses and resolutions.
Qualifications:
- 🗣️ Language Proficiency: Fluent in verbal and written English, with exceptional communication skills.
- 🎓 Education: High school diploma or equivalent.
- ⭐ Experience: At least 1 year of experience in customer service or related fields such as technical support, help desk, retail, hospitality, content writing, sales, etc.
- 💻 Tech Savvy: Proficiency with customer service software and tools such as Slack, Discord, Intercom, LiveChat, Deputy, etc.
What We Offer:
- 🏠 Remote Work: Enjoy full-time remote work, allowing you flexibility and comfort.
- 💰 Performance Bonuses: Earn ad-hoc and quarterly bonuses based on company and personal performance.
- 💪 Fitness Benefits: Receive a Multisport card or fitness reimbursement to support your well-being.
- 🏥 Health Benefits: Access to a health budget to prioritize your well-being, after a year of employment.
- 🎂 Birthday Perk: Enjoy a day off on your birthday after a year of employment to celebrate your special day.
- 🌍 International Exposure: Work in a dynamic and fast-growing international company.
- 🚀 Career Growth: Unlock opportunities for personal and professional growth.
- 📚 Continuous Learning: Receive consistent training opportunities.
- 💼 Professional Environment: Thrive in a professional and attentive work environment.