Customer Support Agent

Há 6 dias

Brasília, Brasil Patrianna Tempo inteiro

**Position Summary**

Patrianna is a rapidly growing product development company headquartered in Gibraltar, 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. If you're eager to contribute to a dynamic team and grow your skills in an international setting, Patrianna offers an unparalleled opportunity for professional advancement.

**Core Areas of Responsibility**

**Customer Interaction & Support**
- 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
- Raise escalations from high-value customers to Senior Agent on shift, addressing issues with SA guidance on how to resolve matters
- Provide consistent follow-ups and updates to customers on escalated issues, until full resolution

**Customer Engagement**
- Proactively engage with high-value players to enhance satisfaction and identify upselling or cross-selling opportunities
- Foster customer loyalty through tailored support and relationship-building strategies, providing personalised recommendations and solutions

**Collaboration & Communication**
- 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 the CS Senior Agent / CS Manager for improving support processes, tools, and workflows related to customer support

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