Customer Support Representative

4 weeks ago

Muntinlupa, Philippines Endless Motion Marketing and Consultancy Full time

Job Responsibilities:

  • Customer Support:

    • Account Assistance: Help customers with account-related inquiries, such as login issues, password resets, and updating personal information.

    • Navigation Guidance: Assist customers in navigating the site, locating available content, understanding interactive platform options, and using site features effectively.

  • Transaction Management:

    • Deposit and Withdrawal Assistance: Guide customers through the deposit and withdrawal processes, ensuring they understand payment methods, processing times, and any associated fees.

    • Verification Processes: Assist customers in completing identity verification procedures required for withdrawals or account activation, ensuring compliance with regulatory standards.

  • Dispute Resolution:

    • Handling Complaints: Address and resolve customer complaints related to bet outcomes, content fairness, and payment issues. Ensure that all complaints are handled in accordance with the site’s policies and regulations. Escalation: Identify when a customer issue needs to be escalated to a supervisor or the Compliance Team, particularly in cases involving potential fraud, disputes over large payouts,or responsible use.

    • Responsible Support:

    • Promote Responsible Use: Provide information and support for customers who wish to set deposit limits, self-exclude, or seek help for potential problems.

    • Monitoring and Intervention: Monitor customer accounts for signs of problematic behavior and intervene as necessary, following the company’s responsible use protocols.

  • Regulatory Compliance:

    • AML and KYC Compliance: Ensure that all customer interactions adhere to Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations, verifying customer identity and reporting suspicious activity as required.

    • Adherence to Legal Requirements: Stay updated on industry regulations and ensure that all customer service activities comply with legal and regulatory standards.

  • Product Knowledge:

    • Platform and Site Knowledge: Maintain a thorough understanding of the site’s offerings, including available interactive content, interactive options, promotions, and bonuses, to provide accurate and helpful information to customers.

    • Updates and Promotions: Inform customers about new site content, features, and promotions, and assist them in taking advantage of these offers.

  • Technical Support:

    • Troubleshooting: Assist customers with technical issues related to the site, such as difficulties with content loading, deposit failures, or mobile app functionality.

    • Collaboration with IT: Work with the technology team to resolve more complex technical issues, ensuring a seamless user experience.

  • Feedback Collection:

    • Customer Feedback: Collect feedback from customers regarding their experience on the site, and relay this information to relevant departments for potential improvements.

    • Reporting Issues: Document recurring issues or customer suggestions that could lead to product or service enhancements.

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