Customer Support
- Provide prompt and professional assistance to players via live chat, email, and phone.
- Resolve player queries related to account management, deposits, withdrawals, bonuses, and technical issues.
- Handle complaints and disputes efficiently, escalating unresolved cases to the appropriate teams when necessary.
Player Account Management
- Assist with account verification processes, including KYC (Know Your Customer) documentation checks.
- Guide players through account registration, password resets, and profile updates.
- Monitor player accounts for unusual activity and report any suspicious behavior.
Game and Product Support
- Offer guidance on gameplay, rules, and technical troubleshooting for platform features and games.
- Address issues related to game performance, latency, or system errors.
- Keep players informed about new game releases, promotions, and updates.
Payments and Transactions
- Assist players with payment-related inquiries, such as deposit methods, withdrawal timelines, and failed transactions.
- Educate players about available payment options and provide troubleshooting for payment gateway issues.
- Collaborate with the payments team to resolve transaction disputes and chargebacks.
Promotions and Bonuses
- Explain promotional offers, bonus terms, and wagering requirements to players.
- Address player concerns about promotional eligibility and rewards.
- Verify bonus claims and ensure adherence to promotional guidelines.
Feedback and Reporting
- Gather player feedback and share insights with relevant departments to improve products and services.
- Prepare reports on customer interactions, common issues, and player satisfaction levels.
- Suggest process improvements to enhance customer support efficiency and player experience.
Job Requirements
- Bachelor's degree in any field
- At least 2-years of experience in a Customer Service role, preferably within BPO or gaming industry.
- Excellent communication skills
- Strong interpersonal skills and customer-focused mindset.
- Proficient in using customer service software, databases, and other relevant technologies
- Ability to handle multiple tasks efficiently and work under pressure.
- Team player with a professional attitude
- Willing to work on shifting schedule, including weekends or holiday (if applicable)
