Customer Service Representative
3 semanas atrás
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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