Customer Support Agent

Purpose of the Role

We are seeking a proactive and customer-focused Customer Service Agent to join our Customer Support team. Reporting directly to the CS Team Leader, you will be the first point of contact for our customers, delivering exceptional service via live chat. You will play a key role in building trust, resolving queries efficiently, and ensuring customers have an exceptional experience on our platform.

The ideal candidate will have excellent communication skills, a customer-first mindset, and the ability to thrive in a fast-paced remote environment. Previous experience in iGaming or live chat customer support is highly desirable.

As this is a fully remote role, the successful candidate must also demonstrate strong self-motivation, excellent time management skills, and the ability to collaborate effectively in a distributed team.

Role and Responsibilities

Customer Support Excellence:

• Provide exceptional customer service via live chat, addressing customer inquiries and resolving issues promptly.
• Handle customer complaints with professionalism, empathy, and efficiency.
• Ensure timely and accurate responses, maintaining high service standards.
• Assist customers with account management, payment issues, technical troubleshooting and any other product related issues

Customer Engagement:

• Build positive relationships with customers, ensuring a welcoming and supportive experience.
• Identify opportunities to enhance customer satisfaction and loyalty.
• Proactively offer solutions and guidance tailored to customer needs.

Problem Solving and Resolution:

• Investigate and resolve customer issues, escalating complex cases to the appropriate teams when necessary.
• Document and track customer interactions and resolutions accurately in the CRM system.
• Follow up on unresolved issues to ensure complete customer satisfaction.

Collaboration with Internal Teams:

• Work closely with other departments, including Payments, Risk, and VIP teams, to resolve customer concerns.
• Provide feedback to improve products, promotions, and customer processes.
• Support team initiatives aimed at improving overall customer experience.

Operational Efficiency:

• Adhere to established workflows, service level agreements (SLAs), and quality standards.
• Continuously update product knowledge, including promotions, bonuses, and system changes.
• Contribute to team meetings, training sessions, and performance reviews.

Work Experience and Skills

Essential Experience:

• Previous experience in a customer service role, ideally in live chat support.
• Strong written and verbal communication skills.
• Proficiency in using customer service tools and CRM platforms.
• Experience in handling customer inquiries in a fast-paced environment.

Essential Skills:

•  Excellent problem-solving and critical-thinking abilities.
• Ability to handle difficult situations with professionalism and empathy.
• Strong time management and multitasking skills.
• Proficient in virtual collaboration tools (e.g., Slack, Zoom, Microsoft Teams).
• Ability to work independently in a remote environment, demonstrating strong self-motivation and accountability.

Desirable Experience/Skills:

• Previous experience in iGaming or online betting platforms.
• Knowledge of account verification processes and fraud detection.
• Familiarity with cryptocurrencies and blockchain technology.