Customer Support Adviser

We are seeking a skilled and customer-oriented individual to join our team as a Customer Support Adviser. As a key member of our customer service department, you will play a vital role in providing exceptional support and assistance to our valued customers. The ideal candidate will possess strong communication skills, problem-solving abilities, and a passion for delivering top-notch customer experiences.

Main Duties and Responsibilities:

Handling Customer enquiries through the various platforms available (Chat, Email and phone) through both inbound and outbound channels.

Using logical questioning skills in an appropriate manner to obtain the maximum relevant information from the customer in the minimum effective time

Using well-developed negotiation skills to provide resolutions to problems and offer suitable courses of action to prevent escalation

Maximise any revenue-generating opportunities identified

Accurate data input

Manage your own time in line with resource planners

Dealing directly with colleagues around the business to obtain missing information

Meet the pre-determined team and operational sales and service Key Performance Indicators and behaviours in job role

Manage the escalation process for customer resolution with empathy

Working with multiple back offices, internal tools as well as engaging 3rd parties (Games providers) to ensure customer queries are answered and/or resolved in a timely and correct manner

Assisting customers encountering issues with processing payments (Credit Cards, Bank transfers, E-wallets, Crypto and Paysafe)

Assisting customers with their KYC procedure - Also working closely with the Risk team in this matter

Working closely with the VIP, Marketing and Risk/Payments department

Crediting bonuses & Free spins

Actively engaging customers in the view to increase player activity

Providing the necessary support for the creation, implementation and continuity of the processes required for the Information Security Management System. Fulfilling all the duties assigned by the CEO and his managers within the scope of the requirements and responsibility areas of the job and workplace

Requirements:

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

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

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

Strong problem-solving and critical-thinking skills, with the ability to analyze situations, identify issues, and provide appropriate solutions.

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

Adaptability and flexibility to work in a fast-paced and dynamic environment, handling multiple tasks simultaneously.

Strong organizational skills and attention to detail, ensuring accurate documentation and follow-up.

Ability to work independently as well as collaboratively in a team-oriented environment.

Availability to work on a flexible schedule, including weekends and holidays if required.

A positive attitude, patience, and a genuine desire to assist customers.

The Shift schedule for this position is as follows:

Working Days: Monday to Sunday on rotation
Shift Timing: 2pm - 11pm & 8pm - 5am local time