Job Brief: Catch Careers is currently seeking a dedicated Customer Support Agent to join our client’s team in providing exceptional service to customers within the iGaming industry. As a Customer Support Agent, you will be the first point of contact for customers, assisting them with inquiries, troubleshooting issues, and ensuring a seamless gaming experience. If you have a passion for delivering top-notch customer service and thrive in a fast-paced environment, we want to hear from you.
Job Description:
- Respond promptly to customer inquiries via phone, email, chat, or social media channels, providing accurate and courteous assistance.
- Troubleshoot and resolve customer issues related to account management, gameplay, payment processing, and technical support, escalating complex issues to higher levels of support when necessary.
- Guide customers through product features, functionality, and policies, ensuring they have a clear understanding of how to use the platform effectively.
- Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions, using CRM software or ticketing systems.
- Collaborate with cross-functional teams, including product development, QA, and compliance, to address customer feedback and improve service quality.
- Stay updated on industry trends, product updates, and regulatory requirements to provide informed support and guidance to customers.
- Identify opportunities to enhance the customer support experience, proposing and implementing process improvements and best practices.
- Adhere to established service level agreements (SLAs), ensuring timely resolution of customer inquiries and adherence to quality standards.
Experience:
- Previous experience in customer service or support roles, preferably within the iGaming, online gaming, or e-commerce industry.
- Excellent communication skills, both verbal and written, with a strong command of the English language; proficiency in additional languages is a plus.
- Ability to remain calm and composed under pressure, with a customer-centric approach to problem-solving.
- Familiarity with CRM software, help desk systems, or ticketing platforms for managing customer interactions.
- Basic understanding of gaming platforms, online transactions, and technical troubleshooting principles.
- Strong attention to detail and organizational skills, with the ability to prioritize tasks effectively in a fast-paced environment.
- Willingness to work flexible hours, including evenings, weekends, and holidays, to accommodate customer needs and support operational requirements.
- High school diploma or equivalent; additional education or certification in customer service or related fields is a plus.