Are you looking to work in Customer Support?
Have you had experience working in iGaming?
We are looking for a Customer Support Agent to join our growing team.
A Customer Support Agent in iGaming Platform Operations Ltd will act as a liaison, provide information regarding product/services information and resolve any emerging problems that the players might face with accuracy and efficiency.
Duties will include, but are not limited to:
CONTACT WITH PLAYERS
- Friendly and efficient 24/7 emails and LiveChat support in English;
- Manage large amounts of incoming LiveChats and emails;
- Basic technical assistance regarding games, verification, accounts and transactions;
- Solve customer requests effectively within a few minutes;
- Promotion advertisement for depositors and non-depositors;
- Quick presentation of the website and the promotions;
- New/ongoing promotion push via LiveChat;
- Put himself in the player’s shoes and advocate for them when necessary;
- Ensure excellent service standards;
- Respond efficiently to customer inquiries and maintain high customer satisfaction;
- Build sustainable relationships and trust with customers’ accounts through open and interactive communication;
- Provide accurate, valid and complete information by using the right methods/tools;
- Handle customer complaints, provide appropriate solutions and alternatives within the same time limits; follow up to ensure full resolutions;
- Follow communication procedures, guidelines and policies;
- Act as a company gatekeeper.
- Welcome new players individually as soon as they log in for the first time;
- Sign up and registration details security check;
- Being the first filter against fraudsters using the company procedures regarding duplicate checks;
- Game pattern analysis and general knowledge of the games;
- Control of player activity related to games, bonus bets and rollover;
- Control of player identification (security checks), account verification and full registration;
- Customer requests forwarded to department in charge when not related to Customer Support;
- Game tests every few hours;
- Escalating issues to the Technical Support (first level);
- Troubleshooting and investigate if they don’t have enough information to resolve the player complaints.
- Frequent monitoring of frequency and volume of deposits every few minutes;
- Individual control of each processor few times a day on each platform to make sure that they are all up and running;
- In case of declined deposits, solution and alternative payment methods explanation are provided to the customer;
- Cashier activity related to player transactions (deposit, withdrawal, cash flow);
- Uploading KYC documents;
- Liaising regularly with the Player’s Payment department to facilitate player’s monetary transactions.
MONITORING NEW CLIENTS
- Individual check of every new account with priority given to new depositors;
- Basic fraud analysis: duplicate accounts closed / bonus abuses control;
- Details verification (IP match, country match…etc.);
- Keep records of customer interactions.
- Promotion calculation and accreditation;
- Wagering calculation;
- Procedure submittal;
- Documents review related to account verification.
- Account verification
- Offer assistance when required in additional tasks and projects e.g. translations, developing knowledge database, product improvements…etc.;
- Promote customer loyalty via numerous different channels;
- Inform clients accordingly about deals and promotions for the various and numerous brands we are supporting;
- Generate sale leads;
- Identify the player needs and ensure that he leaves the casino with an ultimate experience.
We are iGaming Group!
Built by a dynamic team, we offer an incredibly vast portfolio of high quality, innovative, must-have products & services that can be positioned either as a strong standalone offering to a niche market, or to the industry at large!
We aim to be the leading end-to-end product provider to the iGaming industry at large, specialising in platform solutions and tech products, with a complete range of casino games from the top game providers in the iGaming industry.
|Job Category||Customer Support|