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)