Job Description
Company Introduction
Our client is specializing in iGaming Consultancy.
Job Responsibilities and Duties
- Improve the customer experience of their online casinos;
- Build relations with game providers and other departments to resolve customers’ queries and issues;
- Handling cases escalated from 1st-line support;
- Work together Operations Team to solve problems and improve current systems;
- Escalating issues to Operations Team and third-party payment and game providers;
- Be the point of contact for 1st-line support when they need assistance;
- Guiding and educating 1st-line support to make sure they are proactively solving cases;
- Work together with Payments Team to solve problems regarding customers queries;
- Understanding and following procedures for the Customer Support department and report any abnormality to the closest manager.
Experience
- At least 1 year of experience in a customer service role, ideally within the iGaming industry;
- Experience in working with different back offices and online tools;
- Experience in being the point of contact for different types of escalations will be considered an advantage;
- Coaching experience will be considered an asset.
Personal Skills
- Excellent written and communication skills in English. Fluent level of Norwegian, Finnish, German, Swedish or Japanese language considered a plus;
- Good understanding of the online casino industry;
- Excellent computer skills and eye for detail;
- Ability to listen and come up with solutions to customers problems;
- Ability to work independently and as a part of a team;
- Able to handle pressure;
- Be flexible when it comes to working hours.
Benefits
- Flexible working hours with core hours at the office;
- Wellness allowance;
- Educational courses and conferences are reimbursed.