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Customer Service Representative

LUP Investment Company LTD

Customer Service & Support

IT & Telecoms NGN 75,000 - 150,000 Plus Commission
Easy Apply
New
3 weeks ago

Job Summary

We are seeking enthusiastic and customer-focused individuals to join our team as Customer Service Representatives for XXX Bet, a new online gaming and betting platform. As a Customer Service Representative, you will be the primary point of contact for our players, providing exceptional support and assistance to ensure a positive gaming experience.

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

Job Description/Requirements

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.

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