Customer Service Representative

4 semanas atrás

São Paulo, Estado de São Paulo, Brasil Pentasia Tempo inteiro

The Customer Support Representative plays a key role in ensuring a seamless and positive experience for users of the company’s sports betting and casino platform. This position requires strong communication skills, empathy, and problem-solving ability to resolve customer inquiries efficiently. Working on a 24/7 rotating roster, the role supports players in both Portuguese and English, providing professional service and contributing to the continuous improvement of the customer experience.


Main Responsibilities:

  • Respond promptly and professionally to customer inquiries via live chat.
  • Resolve issues and complaints, offering appropriate solutions and following up to ensure customer satisfaction.
  • Communicate fluently in both Portuguese and English to assist a diverse customer base.
  • Maintain accurate customer records and liaise with internal teams when escalation is needed.
  • Stay up-todate with company products, promotions, and policies to provide accurate information.
  • Provide feedback and suggestions to improve processes and enhance customer experience.
  • Collaborate with other operational teams to ensure customer needs are met.


Work Experience and Skills:

  • Excellent written and verbal communication skills in both Portuguese and English.
  • Prior experience in a customer service role (online, phone-based, or face-to-face).
  • Availability to work Monday to Friday
  • Ability to remain calm and efficient in a fast-paced environment.


Desirable Qualifications:

  • Familiarity with the crypto and online betting industry.
  • Previous experience in sports betting or online casino.
  • Experience working with tools such as Slack and G-Suite.


Personal Qualities and Behavioural Traits:

  • Strong customer focus with a solution-oriented mindset.
  • Ability to multitask and handle multiple inquiries simultaneously.
  • Self-motivated and capable of working independently without close supervision.
  • Excellent problem-solving skills and resilience under pressure.
  • Strong initiative and proactive approach to improving customer experience.
  • Collaborative team player, willing to share knowledge and support colleagues.


The Customer Support Representative will work closely with:

  • Team Leads and Senior Support staff.
  • Payments providers and the internal payments coordination team.
  • Other operational departments such as KYC, Marketing, Affiliates, Tech Support, and VIP.

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