Customer Support Representative | iGamingPlatform
WHO WE ARE
About the role
As a Customer Support Representative, you will play a crucial role in providing exceptional customer service and ensuring a positive experience for our players. Your ability to communicate effectively, resolve issues efficiently, and maintain a deep understanding of our iGaming products and services will be essential to your success in this role. Additionally, coming from a multi-brand company and possessing sportsbook knowledge would be considered a significant advantage. The ideal candidate should be based in Latin America due to the timezone difference.
What You’ll Do
- Deliver exceptional customer experiences via chat and email interactions, ensuring the provision of accurate information within a prompt timeframe.
- Serve as a primary point of contact for multiple teams, including Customer Service, regarding player inquiries and unresolved bets.
- Investigate and effectively resolve potential issues, including the escalation of time-sensitive matters.
- Escalate complex customer issues to the team manager and relevant internal departments.
- Aid customers in tasks such as registration, bonuses, participation in marketing campaigns, verification, payouts, deposits, resolution of technical issues, and any other inquiries.
- Promote brand promotions to customers, providing updates on ongoing campaigns to sustain their engagement.
- Stay well-informed about new information, policies, and procedures.
- Identify patterns indicative of fraud or gambling-related concerns and escalate as necessary.
- Develop a comprehensive understanding of our products and tools, encompassing specific features of casino, live casino, sports betting, and games, along with proficiency in the tools associated with each product.
- Support the Team Lead/Customer Support Manager in ad hoc tasks, such as translating templates, conducting quality assurance and testing for tools and content implementation, and overseeing campaigns carried out through email, chat, and phone.
- Contribute innovative ideas and provide constructive feedback to enhance operational processes, continuously striving for improvements and showcasing creativity.
- Demonstrated experience in customer support roles and previous iGaming experience is a plus.
- Experience in a Sports betting environment is considered an asset.
- Proficiency in English is essential, knowledge of Portuguese and/or Spanish is an advantageous asset.
- Excellent communication skills and a strong customer service orientation.
- Adept at active listening, displaying empathy, and engaging in delivering exceptional service.
- Ability to work both independently and collaboratively within a team.
- Flexibility to accommodate varying shift schedules, including weekdays, weekends and nights.
- Exceptional attention to detail and commitment to accuracy.
- Strong aptitude for problem-solving and effective performance under pressure.
- Demonstrated good judgment and ability to manage stressful situations.
- Demonstrated positive attitude, adaptability, and a can-do approach.
What We Offer
- Fully-remote work (Ideally from Latin America).
- Private health insurance allowance.
- Paid vacation leave.
- Monthly lunch allowance.