Customer Experience Representative

Job Summary

As a Customer Experience Representative, you will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that customer accounts might face.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

Duties/ Responsibilities: 

  • Resolve issues and inquiries via email, chat, and phone, while exceeding expectations  and delivering outstanding support to our growing community of avid sports fans
  • Follow policies and procedures while also thinking creatively and passionately on ways to which we can make every user interaction meaningful.
  • Operate in a team environment providing support in all areas and being agile in your  day-to-day workflow
  • Track campaigns’ performances.
  • Work closely with the marketing team to create, deploy and monitor various customer retention campaigns.
  • Build sustainable relationships and trust with customers 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 time limits; follow up to ensure resolution 

Required Skills/Abilities:  

  • Strong phone contact handling skills and active listening 
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication skills 
  • Ability to multi-task, prioritize, and manage time effectively
  • Good knowledge of English language (written and oral) 
  • Flexibility to work on shift rotation 24/7
  • Understanding of betting offers like cash-out and market pricing
  • Great attention to detail
  • Able to cope with a fast-paced, challenging environment
  • Able to display a high degree of confidentiality and discretion
  • Proven customer support experience or experience in a sports betting company 

Education and Experience: 

  • Bachelor’s Degree in relevant discipline. 
  • 1-3 years experience 
  • Minimum of 6 months within the industry, i.e. online gaming, sports betting and casinos

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