Customer Support Agent (Crypto Casino)

Shifting Schedule - FULLY REMOTE - Philippines

🚀 The Role

We are seeking a dedicated and professional Customer Support Representative to be the first point of contact for our valued users. In this role, you will be a critical part of our team, responsible for delivering outstanding service, resolving inquiries, and ensuring a seamless and positive customer experience. The ideal candidate is a proactive problem-solver with a passion for helping others and a keen eye for detail.

Core Responsibilities

1. Customer Inquiry Handling

• Respond to customer questions, concerns, and requests via chat, email, and tickets in a timely, courteous manner.

• Guide customers through processes, including account management, gameplay, deposits, withdrawals, and bonus inquiries, ensuring clarity and satisfaction.

• Utilize support tools and knowledge bases to quickly resolve issues or provide clear, helpful information.

2. Issue Resolution and Escalation

• Resolve customer issues effectively on the first interaction (FTR) whenever possible to enhance the customer experience.

• Escalate complex or sensitive issues to the Shift Leader or relevant department, following defined procedures to ensure quick resolutions.

• Record and escalate player feedback on products, services, or improvements to contribute to overall product enhancement.

3. Adherence to Conduct and Quality Standards

• Adhere strictly to the company’s Code of Conduct, maintaining professionalism, confidentiality, and integrity at all times.

• Follow company quality standards, service protocols, and regulatory requirements to ensure a consistent and secure customer experience.

• Safeguard customer privacy and follow security protocols to protect sensitive information.

4. Continuous Learning and Development

• Stay updated on all product changes, service updates, and procedural improvements to ensure accurate and current information is provided to customers.

• Attend all required training or refresher sessions provided by the company to continuously enhance knowledge and service skills.

• Accept feedback from quality evaluations, coaching, and training sessions to continually improve service delivery.

5. Performance and Accountability

• Meet and exceed performance metrics, including response time, handling time, CSAT (Customer Satisfaction), and FTR (First-Time Resolution).

• Document each interaction thoroughly and accurately in the ticketing or CRM system, ensuring clear records of customer requests and resolutions.

• Report any system issues or recurring problems to the Shift Leader, supporting continuous service improvements.

What You Bring

• Proven experience in a customer-facing role (e.g., customer support, technical support).

• Excellent written and verbal communication skills with a professional and empathetic tone.

• Strong problem-solving abilities and a commitment to a "first-time resolution" mindset.

• High attention to detail and accuracy, especially in documenting interactions.

• A firm commitment to continuous learning and adherence to all quality and security standards.

• The ability to handle sensitive information with complete confidentiality and integrity.

• Comfortable working in a performance-driven environment, using workforce analytics software (e.g., Insightful) to track productivity and metrics.

What's in it for you?

🚀 Make Serious Waves
The chance to make a tangible impact in a switched-on, ambitious, and fast-paced startup culture. You will be working on innovative, new-age products at the exciting fusion of iGaming, Gaming, and Web3.

🗺️ A truly global remote environment working with teammates from all over the world.
🏝️ Take up to 28 unavailable days a year plus public holidays.

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