Summary :

We are seeking a Remote Customer Support Representative to join our global iGaming team. The ideal candidate will have strong communication skills, experience in customer service, and an in-depth understanding of diverse markets.

This is a contractor position with a 3-month probation period, offering full training and a chance to grow within a fast-paced, international environment.

A comprehensive onboarding and training will be provided for the successful candidate.

Responsibilities :

- Act as the first point of contact for players, providing exceptional support via chat, email, and Telegram or other messaging apps.

- Resolve player inquiries, including account issues, promotions queries, and general gameplay questions as well deposit and withdrawal questions with professionalism and efficiency.

- Understand and cater to cultural nuances and market trends within the different markets but especially the Asian market.

- Maintain detailed notes of all customer interactions to ensure accuracy.

- Monitor customer inquires and troubleshoot when needed.

- Identify and escalate complex issues to the appropriate teams (while maintaining the ownership of the customer communication), ensuring quick and effective resolution. It requires constant teamwork with different departments to resolve issues and provide the best possible service.

- Contribute to the optimization of support processes to improve the overall player experience. Provide insides on customer issues and trends to management.

Qualifications :

- Fluency in Hindi and English (written and spoken)

- Proven experience as a Customer Support Representative, preferably in the iGaming industry

- Familiarity with the iGaming player mindset, including knowledge of games, platforms, and promotions (preferred but not mandatory).

- Exceptional problem-solving skills and attention to detail

- Ability to upsell customers

- Ability to manage and prioritize multiple customer requests

- Strong technical expertise and skills as well as adaptability to different tools (live chat, email systems, CRM platforms).

- Ability to work flexible 24/7 shifts in a remote environment

- Access to own equipment and stable internet connection