Customer Service Agent-iGaming

2 days ago

Makati City, National Capital Region, Philippines Vazon Group Full time ₱150,000 - ₱250,000 per year

Job description

An iGaming company servicing the Philippines market seeks to employ a highly motivated Customer Service Agents based in Makati. This role is responsible for ensuring all customer enquiries are responded to effectively. This role handles inbound customer queries.

Job Responsibilities

· Respond to customer queries in a timely and accurate way, via Live Chat, Phone and email

· Interact with customers to solve issues and questions about products, services, and policies.

· Always maintain a positive and friendly tone with customers.

· Perform customer KYC checks.

· Recruit potential customers by recommending promotions and bonuses and demonstrating how they benefit the customer personally.

· Establish new customer accounts and record account information customer information.

· Listen to customer queries and o identify the cause of their issues to your best ability.

· Identify the appropriate response and strategy to solve customer issues as quickly as possible.

· Relegate unique customer cases to supervisors or the appropriate department and provide context when necessary.

· Be able to manage large amounts of Live Chats, phone calls, emails, and other communication channels.

· Ensure customer satisfaction and maintain professional customer support.

· Place the customer at the center of the customer service experience.

· Identify customer needs and help customers use specific features.

· Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).

· Update our internal databases with information about technical issues and useful discussions with customers.

· Monitor customer complaints on social media and reach out to provide assistance.

· Share feature requests and effective workarounds with team members.

· Inform customers about new bonuses, promotions, games and tournaments.

· Follow up with customers to ensure their technical issues are resolved.

· Gather customer feedback and share with our Product, Sales and Marketing teams.

· Assist in training junior Customer Support Representatives.

Qualifications:

· Bachelor's degree preferred

.IT background is an advantage

· iGaming /online casino experience

· Proven customer service experience

· Strong soft skills and communication skills

· Flexibility to work multiple shifts, including during the weekends or on holidays

· Must be willing to take part in required initial training

· Can demonstrate empathy, listening skills, and speaking skills

· Computer Skills in Microsoft office

· CRM experience in managing customer data

· Can succeed in a fast-paced work environment without being distracted during a customer interaction

· Willingness to become familiar with the products and services of the company

· Can work efficiently and manage time accordingly

·Can work with minimal supervision

Job Type: Full-time

Work Location: In person

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