Customer Support Adviser

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Managing customer inquiries across various platforms (Chat, Email, and Phone) through both inbound and outbound channels.

• Employing logical questioning techniques effectively to extract the most relevant information from customers in the least amount of time.

• Utilizing advanced negotiation skills to resolve issues and suggest appropriate actions to prevent escalation.

• Maximizing identified revenue-generating opportunities.

• Ensuring accurate data entry.

• Organizing personal time according to resource planners.

• Collaborating directly with colleagues across the business to gather missing information.

• Achieving established team and operational sales and service Key Performance Indicators and expected behaviors in the role.

• Managing the escalation process for customer resolutions with empathy.

• Coordinating with multiple back offices, internal tools, and engaging third-party providers (Games providers) to ensure timely and accurate responses to customer inquiries.

• Assisting customers with payment processing issues (Credit Cards, Bank Transfers, E-wallets, Crypto, and Paysafe).

• Supporting customers through the KYC process and working closely with the Risk team on this matter.

• Collaborating with the VIP, Marketing, and Risk/Payments departments.

• Crediting bonuses and free spins.

• Actively engaging customers to enhance player activity.

• Providing necessary support for the development, implementation, and maintenance of processes required for the Information Security Management System.

• Carrying out all tasks assigned by the CEO and their managers within the scope of the job's requirements and responsibilities.

⛳️ Requirements

• Previous experience in customer support or a similar customer-facing position is preferred.

• Exceptional verbal and written communication skills with a strong command of the English language.

• Ability to actively listen, empathize, and communicate effectively with customers from diverse backgrounds and varying levels of technical expertise.

• Strong problem-solving and critical-thinking abilities, with a knack for analyzing situations, identifying issues, and offering suitable solutions.

• Proficiency in utilizing customer support software, CRM systems, and other relevant tools.

• Adaptability and flexibility to thrive in a fast-paced, dynamic environment, managing multiple tasks concurrently.

• Excellent organizational skills and attention to detail, ensuring thorough documentation and follow-up.

• Capability to work independently as well as collaboratively within a team-oriented setting.

• Availability for a flexible work schedule, including weekends and holidays as needed.

🏝️ Benefits

• Bonuses

• Flexible work arrangements