Customer Service Representative

Passionate about Customer Service?

Join our team and make a difference in the world of online casinos!

What you will do:

As a “Customer Support Representative” you will be the friendly face of our online casino, responsible for building and maintaining relationships with our amazing players. Your main goal is to provide exceptional service and personalized attention, ensuring that our customers feel valued and well taken care of. You'll be the go-to person for addressing their needs, resolving any issues they may encounter, and ensuring their overall satisfaction. Whether it's answering their questions or assisting them with any challenges, you'll be there every step of the way to ensure a smooth and enjoyable experience. And get this, you'll be doing it all through chat!

Your Squad:

Our team is all about good vibes and working together like a tight-knit crew. We create a warm and inclusive environment where everyone feels welcome so don't worry if you don't have specific industry experience - we're looking for friendly, outgoing folks who know how to give exceptional customer service. So, if you've excelled in customer-facing roles, we want you on our team! We're big on collaboration, celebrating wins, and helping each other grow.

Work Schedule:

• Please note, this role will be based in São Paulo. 
• You will be working 7 days a week from 9am to 5pm

Main Duties and Responsibilities:

• Respond to customer inquiries and requests in a timely and professional manner via chat.
• Resolve customer issues and complaints, offering solutions and following up to ensure satisfaction.
• Respond to customer inquiries in both English and Portuguese, with fluency in both languages.
• Keep up to date with product information and company policies to accurately assist customers.
• Maintain customer data and communicate effectively with internal teams as needed.
• Continuously strive to improve the customer experience by providing feedback and suggestions for process improvements.

Work experience and skills

• Excellent communication skills, both written and verbal, in both English and Portuguese
• Prior experience in a customer service role (face-to-face, online or phone-based)
• Ability to work efficiently and effectively in a fast-paced environment.
• Familiarity with the online betting industry
• Previously worked in sports betting or online casino
• Previous experience working with Slack, G-Suite,

Personal qualities and behavioral traits

• Excellent communication and written skills
• Ability to take initiative
• Customer and solution focused
• Ability to multi-task
• Ability to work effectively without supervision
• Strong problem-solving and customer service skills

Relationships

• Team leader and other specialist Customer Support roles who will support you day to day
• Payments providers and internal payments coordinator/team
• Closely work with our other operational departments to escalate, solve and investigate issues and support our customers needs. Including but not limited too
• KYC team
• Fraud and AML
• Tech Support