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Job description

One of our global clients within the iGaming/Gambling industry are looking for a Customer Support Agent.

Please see below for more information:

Your challenges will include

• Provide exceptional customer support through live chat, email, and phone.
• Process customer payments and handle inquiries related to deposits and withdrawals.
• Perform KYC checks to verify customer identity and ensure compliance with regulatory requirements.
• Monitor and implement anti-fraud measures to protect both the company and its customers.
• Assist customers with game-related inquiries, helping them understand the rules, strategies, and features of various online casino games.
• Provide recommendations and suggestions based on customers’ preferences and interests to enhance their gaming experience.
• Stay up-to-date with the latest game releases, updates, and promotions to effectively inform and guide customers.
• Collaborate with team members to share knowledge, address challenges, and contribute to a positive work environment.

Requirements

• A minimum of 2 years of experience in online casino customer support.
• Excellent communication and interpersonal skills, with the ability to handle multiple live chats simultaneously and respond to customer inquiries professionally.
• Strong problem-solving skills to address customer concerns, identify issues, and provide appropriate solutions.
• Familiarity with online payment processing, including deposit and withdrawal transactions, and the ability to handle customer inquiries related to payments.
• Knowledge of KYC (Know Your Customer) procedures and the ability to verify customer identity and documentation as needed to comply with regulatory requirements.
• Understanding of anti-fraud measures and the ability to identify and report suspicious activities or behavior, while maintaining the highest level of customer confidentiality.
• Comprehensive knowledge of online casino games, including rules, strategies, and terminology for popular games such as slots, poker, blackjack, roulette, and others. The ability to assist customers with gameplay-related questions and provide guidance on available games and features.
• Adaptability to work in a fast-paced, dynamic environment and quickly learn new systems, processes, and industry-specific terminology.
• Ability to work remotely and have a stable internet connection, with the flexibility to accommodate different time zones and availability during weekends and holidays as needed.
• Team player with a positive attitude, willingness to collaborate with colleagues, and a strong commitment to continuous learning and professional growth.
• Fluency in English, both written and spoken, is required. Proficiency in additional languages will be considered a strong asset.

We offer

• Fully remote, hybrid or office work environment, according to candidate wishes.
• Incentive payment, according to dedication and achieved results.
• Annual luxury team building events at exclusive 5-star resorts abroad.
• €5,000 travel allowance per annum to meet colleagues across the globe.
• International health insurance.
• International working environment with top industry professionals.
• A fast-paced start-up culture, with lean organisation structure where people matter.
• Long term cooperation, personal and professional development.

Job Types: Full-time, Permanent

Salary: £13,806.37-£28,059.18 per year

Benefits:

• Company events
• Private medical insurance
• Work from home

Schedule:

• Monday to Friday
• Weekend availability

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 2 years (required)
• iGaming/Gambling: 2 years (required)

Work Location: Remote