Customer Support Agent

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

📋 Description

• Provide exceptional service by professionally and empathetically addressing customer inquiries across various channels, including email, chat, and phone.

• Identify and resolve customer complaints by investigating issues, determining root causes, and implementing effective solutions.

• Handle complex or high-priority customer issues while guiding junior agents through challenging situations.

• Analyze customer feedback and usage trends to recommend relevant products or services.

• Go above and beyond to enhance customer satisfaction and foster brand loyalty.

• Maintain comprehensive and precise records of all customer interactions and update customer profiles accordingly.

• Consistently achieve or surpass team KPIs and SLAs in a remote, metrics-driven environment.

• Share best practices and contribute innovative ideas to improve customer support operations.

⛳️ Requirements

• At least 2 years of experience in a customer service position within the iGaming or social casino sector.

• Proven experience in managing escalations and mentoring junior team members.

• Bachelor’s degree is preferred, or a minimum of 2 years of higher education.

• Proficient in using Zendesk and familiar with general IT systems.

• Excellent communication and presentation abilities in English, both written and spoken.

• High emotional intelligence with the capacity to adapt to various personalities.

• Outstanding multitasking, prioritization, and time-management capabilities.

🏝️ Benefits

• Competitive salary.

• Flexible and fully remote work environment.

• Opportunities for training and career advancement.

• Potential for growth within a global and rapidly expanding company.