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