Customer Service Representative

Responsibilities:

• Provide friendly, professional, and timely assistance to players via multiple channels, including live chat, email, and phone, resolving inquiries, issues, and complaints in a courteous and efficient manner.
• Assist players with account-related tasks, such as registration, verification, deposits, withdrawals, and account management, ensuring compliance with company policies and procedures.
• Educate players on game rules, features, promotions, and bonus offers, and provide guidance and troubleshooting assistance as needed to enhance their gaming experience.
• Handle escalated player issues and complaints with empathy and professionalism, escalating complex issues to senior support staff or management when necessary to ensure resolution.
• Monitor player activity and transactions for signs of fraud, abuse, or suspicious behavior, following established protocols and reporting any anomalies to the appropriate departments for investigation.
• Maintain accurate and detailed records of player interactions, inquiries, and resolutions using customer service software and databases, ensuring data integrity and confidentiality.
• Stay informed about company products, services, promotions, and policies, as well as industry trends, regulations, and best practices, to provide accurate and up-to-date information to players.
• Collaborate with other departments, including operations, payments, fraud prevention, and technical support, to address player issues and improve overall customer satisfaction.
• Participate in training sessions, team meetings, and performance reviews to enhance your knowledge, skills, and performance as a Customer Service Representative.
• Strive to meet or exceed established performance metrics, including response times, resolution rates, customer satisfaction scores, and quality assurance standards.

Requirements:

• High school diploma or equivalent (Bachelor's degree preferred).
• Previous customer service experience in a fast-paced environment, preferably in the online gaming, betting, or entertainment industry.
• Excellent communication skills, both verbal and written, with the ability to articulate information clearly and effectively to players of diverse backgrounds and skill levels.
• Strong problem-solving and decision-making skills, with the ability to think quickly on your feet and resolve issues under pressure.
• Empathetic and patient demeanor, with a genuine desire to help and support others and a commitment to delivering exceptional customer service.
• Proficiency in using computers and software applications, including Microsoft Office suite and customer service platforms.
• Ability to work flexible hours, including evenings, weekends, and holidays, to accommodate the needs of a 24/7 online gaming platform.
• Fluency in multiple languages is a plus, especially languages commonly spoken by the target player demographics.