Role: Online Customer Support Specialist
Location: Ho Chi Minh City, Vietnam (Relocation required)
About the Role
We are seeking a dedicated and customer-focused Online Customer Support Specialist, fluent in English, to join our growing iGaming team in Ho Chi Minh, Vietnam.
Key Responsibilities
1. VIP Customer Support
- Provide one-on-one support to VIP users, ensuring high responsiveness and a premium customer experience.
- Manage exclusive VIP requests, including event inquiries, benefits explanations, and issue follow-ups.
- Cultivate VIP user relationships to enhance satisfaction and retention rates.
2. Withdrawal Review & Payment Support
- Process user withdrawal requests and perform basic verification.
- Verify withdrawal information to ensure compliance with platform risk control and regulatory standards.
- Collaborate with payment and risk control teams to address abnormal withdrawals or delayed transactions.
- Respond to user inquiries regarding deposit and withdrawal procedures.
3. iGaming & Sports Customer Support
- Assist users with inquiries related to iGaming and sports betting.
- Provide clear explanations of betting rules, odds, settlement results, and events.
- Address user feedback concerning betting anomalies, order status, and unresolved bets.
- Help users understand platform game rules and event mechanics.
4. Daily Customer Service Tasks
- Deliver multilingual customer support via live chat, email, and ticketing systems.
- Respond promptly to user inquiries, documenting, following up, and resolving issues.
- Collaborate with risk control, product, technical, and payment teams to resolve user concerns.
Requirements
- Fluent in English.
- Previous experience in online customer service or online support .
- Ability to work on a rotating shift schedule (including night shifts, weekends, and public holidays).
- Strong ability to perform under pressure, with clear communication skills, a strong sense of responsibility, and a service-oriented mindset.
- Willingness to relocate to Vietnam (this is an on-site role; remote work is not available).
Nice to Have
- Experience in VIP customer service or high-value user retention.
- Understanding of deposit/withdrawal processes or basic risk control logic.
What We Offer
- A benefits package including relocation package including flight ticket, visa expenses, shared accommodation, and meals.
- Extensive opportunities for professional development and career growth within a fast-paced, expanding company.
