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Customer Support Representative
To provide exceptional bilingual customer service and support to customers via chat on a 24/7 rotating roster, ensuring a seamless and positive experience for users of the company's betting and casino platform.
Role and Responsibilities
- Respond to customer inquiries and requests in a timely and professional manner via chat and email
- Resolve customer issues and complaints, offering solutions and following up to ensure satisfaction
- Respond to customer inquiries in both English and Spanish either/Portuguese//, with fluency in both languages
- Keep up-to-date with product information and company policies to accurately assist customers
- Maintain customer data and communicate effectively with internal teams as needed
- Continuously strive to improve the customer experience by providing feedback and suggestions for process improvements
- Work a shift pattern of 7-3, 3-11, 11-7 which is 24/7 across 365 days
Work experience and skills
- Excellent communication skills, both written and verbal, in both English and Spanish
- Prior experience in a customer service role (face-to-face, online or phone-based)
- Availability to work on a 24/7 rotating roster
- Ability to work efficiently and effectively in a fast-paced environment.
- Familiarity with the crypto and online betting industry
- Previously worked in sports betting or online casino
- Previous experience working with Slack, G-Suite,
Personal qualities and behavioral traits
- Excellent communication and written skills
- Ability to take initiative
- Customer and solution focused
- Ability to multi-task
- Ability to work effectively without supervision
- Strong problem-solving and customer service skills
Relationships
- Team leader and other specialist Customer Support roles who will support you day to day
- Payments providers and internal payments coordinator/team
- Closely work with our other operational departments to escalate, solve and investigate issues and support our customers needs. Including but not limited too
- Fraud and AML
- Tech Support
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