As a Customer Support Agent, you’ll have the opportunity to play a vital role in ensuring a positive experience for customers interacting with well-established brands in the iGaming industry.
Working Schedule:
- Shift Pattern: 6 days on (2x morning, 2x afternoon, 2x night), followed by 4 days off.
Skills & Qualifications Required:
- Work Experience: Minimum 1 year experience in iGaming or customer service.
- Proficiency: Native-level English is required.
- Excellent Communication Skills: Strong verbal and written communication abilities.
- Customer Service Expertise: Exceptional interpersonal and customer service skills.
- Organizational Skills: Excellent organizational abilities and attention to detail.
- Problem-Solving: Strong analytical and problem-solving skills.
- Technical Proficiency: Proficient in Microsoft Office Suite or similar software.
Technical equipment:
- Personal laptop or PC.
- Stable electricity and internet connection.
Key Responsibilities:
- Provide exceptional customer service across all communication channels, including calls, live chat, and emails.
- Monitor and identify trends or patterns during shifts, reporting them to relevant departments (e.g., Product, Banking).
- Achieve and exceed monthly KPIs as defined by management.
- Ensure timely and accurate handling of all customer communication and volume received during shifts.
- Maintain high-quality communication standards with customers.
- Complete assigned outbound tasks within specified timeframes.
- Collaborate with Supervisors to escalate issues and hand over escalation-type queries to other departments when necessary.
- Monitor internal systems (e.g., Remote Desktop, VPN, Back-office, Zendesk) and notify Supervisors of any operational issues.
- Accurately record all customer interactions within Back-office or project channels.
- Enhance and improve the overall customer experience to ensure high customer retention.
Benefits of Joining Our Team:
- Time Off: 20 vacation days, 36 sick days annually.
- Learning: English classes, learning compensation, conference and seminar support.
- Professional Growth: Emphasis on internal promotions for career advancement.
- Health Benefits: Annual budget for health expenses.
- Special Occasions: Extra day off for birthdays, marriage bonus, enhanced maternity support.
- Work Environment: Minimal bureaucracy, no overtime, necessary tools and tech provided.
- Corporate Events: Team-building activities in a multicultural setting.
- Work-Life Balance: Flexible remote, office, or hybrid work options without time tracking.
