Junior Customer Support Agent

Join Our Team as a Junior Customer Support Agent in the thriving iGaming Industry

This position is available to work remotely anywhere in Brazil.

Who we are?

Ludicrum is redefining iGaming, blending creativity with technology to deliver world-class gaming experiences. From marketing and product development to customer support and financial reporting, our teams are changing the game. Our vision is to create ultra-intuitive and engaging platforms to fuel growth through strategic partnerships and market expansion.

Our success is driven by core values deeply embedded in our culture. We believe in transparency, always being clear, open, and honest. We are goal-focused, relentlessly pursuing our targets. Adaptability is key - we embrace change and use it to excel. Kaizen guides us, as we continuously improve, test, and refine.

With a dynamic and collaborative culture and fast career growth, our 250 global team thrives

In a nutshell

Are you passionate about delivering excellent customer service and have an interest in iGaming?

We are on the hunt for a dynamic Junior Customer Support Agent to join our expanding Customer Support team at Ludicrum.

As a Junior Customer Support Agent, you will be the first point of contact for our players, providing exceptional support and ensuring a seamless gaming experience.

The responsibilities & the impact YOU will have:

As our Junior Customer Support Agent, you'll play a key role in shaping the future of our company by:

• Customer Interaction: Respond promptly to customer inquiries via chat and email, assisting players with promotions, bonuses, and payment issues. Troubleshoot and escalate live casino, slots, and sportsbook issues as needed, while handling customer disputes and reporting any suspicious activity. Focus on building strong customer relationships to enhance satisfaction and loyalty.
• Problem Resolution: Provide accurate and efficient resolutions to customer concerns.
• Record Keeping: Maintain detailed records of customer interactions and document recurring issues.
• Stay Informed: Stay updated on new procedures, games, and promotions, and attend training sessions and team meetings to stay informed.
• Collaboration: Coordinate with other departments to resolve player issues and improve customer experience.
• Feedback Contribution: Share insights in team meetings to enhance customer satisfaction strategies.

Team and Work Structure:

• Team Composition: Join a friendly and efficient team composed of Junior Agents, Senior Agents, and Shift Leaders, providing a supportive and positive work environment.
• Shift Flexibility: Work across three rotating shifts - Morning, Mid-shift, and Afternoon shifts, ensuring variety and flexibility in your work schedule.
• Work Schedule: Enjoy a balanced work-life schedule with 5 working days per week, including weekends, and two days off.
• Chat Management: Start with a reasonable chat limit of 6 as a Junior Agent, progressing to 8 as you advance to a Senior Agent.
• Professional Development: Benefit from continuous training and growth opportunities, enabling you to advance your career to a senior agent position within 6 months based on your performance, which comes with enhanced perks.

Competencies:

• Communication Skills: Excellent verbal and written communication skills to effectively interact with customers and colleagues.
• Problem Solving: Strong analytical and problem-solving abilities to address customer issues efficiently and creatively.
• Empathy and Resilience: Empathy and compassion towards customer concerns, with the ability to stay calm and maintain professionalism under pressure, managing challenging situations with composure.
• Attention to Detail: Meticulous attention to detail to maintain accuracy in customer records and resolve inquiries comprehensively.
• Adaptability: Flexibility and willingness to learn, adapting quickly to evolving procedures and customer needs in a dynamic industry.
• Teamwork: Strong teamwork skills, collaborating effectively with cross-functional teams to deliver seamless customer service.
• Time Management: Excellent organizational skills and ability to prioritize tasks in a fast-paced environment, ensuring timely responses and resolutions.

All You Need Is…

• Fluency in English, both verbal and written, is mandatory. Proficiency in Tagalog or Filipino is ideal.
• High school diploma or equivalent.
• At least 1 year of experience in customer service or a related field, such as sales.
• Proficiency with customer service software and tools such as Slack, Discord, Intercom, LiveChat, Deputy, etc
• Familiarity with customer service software and tools.
• A genuine interest in iGaming. Previous experience in this industry is beneficial.

Why You'll love working here:

• Flexible and Remote Working: Work from anywhere, supporting your work-life balance.
• Equipment provided: We'll set you up with a laptop, headphones, and mouse so you're ready to work comfortably.
• Career Growth: We're committed to your development, offering training and advancement opportunities.
• Performance Recognition: Earn raises and career progression opportunities based on a quarterly performance review and a constructive feedback cycle.
• Health and Fitness Benefits: Receive fitness reimbursements from day one, and after one year of employment, gain access to a health budget to support your well-being.
• Self Development Budget: Invest in your growth through online courses and professional learning opportunities.
• Extra Paid Annual Leave: Enjoy 22 days of vacation, with an additional day added for each year of employment, up to a maximum of 26 days.
• Special Birthday Perk: Take your birthday off after a year of employment to celebrate

We are not just offering a job; we offer the chance to be part of something bigger. Apply today Submit your resume in English and join us in creating unforgettable experiences. We can't wait to hear from you

---