English speaking Customer Support Agent for Gambling platform

3 semanas atrás

Brazil PEXLY Tempo inteiro

Join our fast growing company as a English speaking Customer Support Representative (with English C1 and fluent Brazilian Portuguese language skills) for our Client.

To support the ongoing growth and commitment to their customers, we are currently seeking a professional who can work for a gambling platform and is highly organized, possesses excellent communication skills, and can do user moderation and support.


It is a remote full-time position.


Schedule: 12 hours shifts: 10AM - 22PM // 22PM - 10AM // 7AM - 19PM (EDT / EST time zone) (floating schedule, you need to be ready to woork in any shift)


At PEXLY you have great opportunity to get:


  • Experience in the international company working with people around the globe;
  • Compensation – 700$/monthly for the first 3 months, and 750$/monthly + $50 KPI bonus after 3 months;
  • Training will be provided by the company and the client;
  • 100% remote job;
  • 20 paid days of vacations and 10 days of sick leaves per year;
  • Management's attention, support and motivation.


Your responsibilities:


  • Address customer inquiries regarding account management, including verifications, registrations, and password recovery.
  • Provide information and assistance on gameplay, including game rules and navigation.
  • Handle financial inquiries related to deposits and withdrawals, transaction history, and payment options.
  • Assist customers with bonuses and promotions, including eligibility, wagering requirements, terms and conditions, and claiming assistance.
  • Provide technical support for gameplay, site, and web app issues.
  • Offer support for responsible gaming, including setting limits, self-exclusion, and referrals to support services.
  • Address security concerns related to unauthorized access.
  • Provide factually correct information about all products and features.
  • Assist customers with the loyalty program.
  • Resolve complaints and disputes in a timely manner, adhering to company policies and regulations, including off-site complaints on forums or review sites.
  • Follow escalation protocols for unresolved disputes or queries requiring management intervention.
  • Adhere to Tag Management protocols when creating tags.
  • Assist Operations and Marketing with tracking and documenting metrics or feedback.
  • Abide by security protocols to prevent cyber attacks or security breaches, and report any threats or breaches.
  • Accurately report technical issues and other incidents encountered with the gaming platform, CRM system, or other online tools.
  • Accurately capture and update data related to a user's profile on the backend or support channel whenever possible.
  • Verify that payment information matches profile information, especially names.
  • Follow the company's Internal AML (Anti-Money Laundering) policy based on the deposit/withdrawal amount.
  • Conduct a review of documents for large deposits and withdrawals.
  • Review and approve documents related to player activity, such as withdrawal requests, deposits, and player behavior. 


You are our perfect candidate if you:


  • Have ability to work in a stressful situation, skills of active listening and attention to detail, respect for the Client, focus on helping clients, empathy, calm character
  • Have experience as a gambling Customer Support Representative;
  • Understands gambling industry;
  • Have strong problem-resolution skills;
  • Have Written & Spoken English C1;
  • Have Written & Spoken Portuguese C1;
  • Experience with Billing services (Apple Pay/Google Pay/Amazon/PayPal/Stripe, Puddle, etc.)
  • Experience with Freshdesk would be an advantage;
  • You are ready and can work in one of the proposed schedule;
  • Self-employment. We will sign a contract with you as with self-employed freelancer;
  • Have your own PC and good Internet connection.


PEXLY is a global company. We empower businesses all over the world through providing remote assistants and outsourced teams specialized in customer support, tech support, back office activities, and agile sales and marketing support.


We respect the individuality and culture of each member of our large team, and appreciate the contribution of each employee to support our Customers.


We will be glad to welcome you to our team. Grow your career with PEXLY

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