Respond to live chat, emails and phone calls, log and route the incoming inquiries to appropriate response lines;
Log, tag, track and otherwise manage clients in the CRM;
Keep tidy online records of all customer encounters.
Conduct KYC and AML documentation checks for product users/players.
Provide best in class service to the clients using the product knowledge base library.
Log and report and complaints and technical issues for further escalation and resolution.
Address other support queries.
Participate in new/potential and existing players stimulation and retention, loyalty and marketing activities.
This role includes planning and executing multi-channel (including phone or skype calls and emails, sms) reach-out to platform users/players, engaging them to play, try and test the new offers, collecting first-hand feedback.
— High possibility of rapid financial and professional growth;
— Mentorship and guidance program;
— Additional budget for web services;
— Flat company structure.
— Proven experience as Customer support or relevant role in international or Western Europe oriented online product.
— Fluent in spoken and written English.
— Familiarity with current technologies, like desktop sharing, screen recording, call recording, time tracking/timesheet keeping.
— Experience with word-processing software and spreadsheets (e.g. MS Office).
— Knowledge and experience in working with a CRM system, time tracking applications.
— Excellent phone, email and instant messaging communication skills.
— Excellent time management skills.
— Working knowledge of customer service software, databases and ticket desk or task tracking tools.
— Strong client-facing and communication skills.
— Advanced troubleshooting and multi-tasking skills.
We are looking for a Customer Support Specialist to provide first-line support to our new online gaming clients. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention, and to meet their expectations.
You will be a part of a