Dedicated Customer Experience Specialist

Patrianna is a rapidly growing company working to revolutionize the social casino gaming industry. We prioritize innovation, quality, and customer satisfaction, driven by a team of talented professionals from around the globe.

The ideal candidate will be responsible for delivering an outstanding customer experience. This involves engaging with customers through various channels to resolve issues, provide personalized assistance, and ensure an outstanding customer experience.

• Customer Interaction & Support
  • Handle inquiries and complaints from regular and high-value customers via email, live chat, and social media.
  • Provide accurate information about products, services, purchases, redemptions, loyalty rewards, and technical issues.
  • Deliver personalized assistance based on customer preferences and tailor the support experience accordingly.
• Issue Resolution
  • Resolve customer issues promptly and professionally to ensure a positive player experience.
  • Escalate issues from high-value customers to senior agents on shift, following guidance on resolution.
  • Provide consistent follow-ups and updates to customers on escalated issues until full resolution.
• Cross-Functional Collaboration
  • Collaborate cross-functionally with other departments to resolve escalations and improve service delivery.
  • Communicate customer needs, concerns, and suggestions to senior agents for oversight and input.
• Performance & Continuous Improvement
  • Meet or exceed individual and team KPIs, SLAs, and performance targets.
  • Participate in ongoing training, development, and knowledge-sharing sessions to enhance skills and knowledge.
  • Stay informed on industry trends, tools, new technologies, and best practices in customer support and high-value customer management.
  • Provide insights and recommendations to CS senior agents/CS managers for improving support processes, tools, and workflows related to customer support.

• A minimum of 2+ years of experience in a customer service role within the online gambling or social casino industry.
• Strong contact handling skills, active listening, and a problem-solving mindset.
• Familiarity with Zendesk and high IT literacy.
• Customer-oriented approach with the ability to adapt/respond to different personality types.
• Excellent communication and presentation skills, with fluency in written and spoken English.
• Proven ability to multi-task, prioritize workload, and manage time effectively in a remote work environment.
• Experience handling escalations and providing guidance to junior support agents is a plus.

• Willingness to work flexible hours, including weekends and holidays.
• You will need your own office setup with a self-provided laptop or PC, headset, and a reliable internet connection that meets the following requirements:
• PC: Intel i5 4th Gen (or higher) – self-provided.
• OS Version: Windows 10 or higher.
• Internet browser: Chrome (Edge/Firefox also acceptable).
• RAM: Minimum 8 GB.
• HDD Space: Minimum 1 GB available.
• Headset: USB headset (noise-canceling).
• Web Camera: Required for team meetings.
• Internet: Ethernet/hardline connection with a minimum 10Mbps upload & download speed.
• Backup internet provider for reliability.

We are committed to building a dynamic work environment where employees can grow and develop their skills. If you're passionate about delivering exceptional customer experiences, we encourage you to apply.

We offer a range of benefits that cater to the diverse needs of our employees. These include:

• Flexible work arrangements to suit your lifestyle.
• Ongoing training and development opportunities to enhance your skills and knowledge.
• A collaborative and inclusive work environment that values diversity and creativity.

We believe that every employee plays a vital role in shaping our success. As such, we're dedicated to providing equal opportunities for all applicants.

• Customer Service
• Communication
• Problem-Solving
• Teamwork
• Adaptability
• Time Management