Customer Support Agent
As a Customer Support Agent, you should be able to effectively cope in an ever-changing environment while providing fast, efficient customer service. Such a CSA offers an essential, value-adding service that aims to provide first contact resolution to our customers both quickly and at a high level of quality.
Key Responsibilities
- Reply to emails, and web chats in a professional manner;
- Strive for first contact resolution;
- Offer exceptional and proactive Customer support, which exceeds all customer/player expectations.
- Provide helpful Customer Support by identifying customer needs, resolving customer concerns;
- Be knowledgeable in all necessary areas regarding the business and its products;
- Ensure processing of email and chat inquiries according to internal procedures and policies;
- Ability to liaise with other departments to address customer/player’s inquiries (i.e., BTC, Fraud and Financial Services);
- Can quickly identify and report any technical issues relating to system issues and errors to the appropriate team;
- Perform additional duties and project work as assigned.
Key Capabilities
- Has at a minimum of basic knowledge of internet troubleshooting;
- Passionate about adding value to a customer’s experience and interaction;
- Excellent email, and web chat etiquette with strong verbal and written communication skills;
- Continue to attend training / upskilling sessions to improve product specific and systems knowledge;
- Has basic troubleshooting and Multitasking skills;
- Able to portray a professional and positive attitude and can live up to our Company values;
- Be a strong team player who can motivate and drive team success;
- Can demonstrate flexibility and reliability in shifting schedules;
- Savvy in the use of Microsoft and Mobile applications;
- Dedication and enthusiasm;
- Strong command of English;
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