Customer Support Representative (Remote)

Location Remote
Job Type Exclusive
Salary Salary package is based on experience.
Reference 26276

Duties and Responsibilities:

  • To monitor multiple Chat dashboards.

  • To handle end users’ queries in live chat and ensure prompt response.

  • To inform end-users in the live chat about any service irregularity.

  • To resolve any end-users’ disputes in the live chat and escalate to the next level of support for higher level of intervention and log in complaints if the technical verification of the 1st line Customer Support is required.

  • To sustain discipline in the live chat.

  • To verify and ensure the quality of operators’ Live casino or Sportsbook service from the end user’s perspective.

  • Perform other duties, as asked by the manager, related to this position and that meet the qualifications.

  • To communicate with operators and handle incoming requests via e-mail and Gaming Trouble Ticketing System and any other system trained.

  • To perform initial technical investigation

  • To mediate between Technical Department and operators and to keep operators informed about any service irregularities.

  • To follow response and resolution times of the requests.

  • To provide resolutions of the investigated cases to the operators.

  • To cooperate with the next level of Technical Support.

  • Respect colleagues and work in team

Qualifications:

  • High School education

  • Excellent knowledge of English; Mandarin is a big plus.

  • Ability to work independently in a dynamic environment & under pressure

  • Basic level of computer skills and stable internet connection are essential

  • High sense of responsibility

  • The ability to accurately fulfil the direct management orders and work tasks

  • The ability to work in a team

  • the ability to work in shifts (including night)

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