We believe in providing excellent, efficient and high-level customer service experience to our customers. Customer Support handles all customer contacts through calls, emails and chats. Customer Support Agents effectively navigate an ever-changing environment, offering resolutions to our customers the first time and at a high level of quality.

Key Role Responsibilities:

  • Answer inbound calls, emails, chats and any future methods related to any of our clients’ products while building rapport with customers, making all customers feel valued & important.
  • Provide helpful customer service by identifying customer needs, resolving customer concerns and processing customer transactions with an exceptional level of efficiency and excellence.
  • Consistently provide accurate, clearly communicated information in order to achieve First Contact Resolution (FCR), with a high level of accountability toward achieving good results.
  • Offer exceptional and proactive customer service in alignment with our high standards of excellent in order to meet aggressive customer satisfaction and quality targets beyond those found in normal Customer Support.
  • Handle customer interactions quickly and effectively within a reasonable handle time, including multiple chat interactions concurrently, while maintaining an overall excellent level of quality.
  • Capitalize on opportunities to upsell products as required, effectively delivering results to our clients by supporting our customers in making the right product decisions.
  • Ensure consistent availability and schedule adherence at all times throughout your shift.
  • Maintain an overall very high level of knowledge and expertise across all product channels.
  • Provide basic troubleshooting and issue reporting.
  • At all times adhere to the company’s Handbook and Code of Conduct, and maintain the strictest level of confidentiality with all of our data.
  • Perform other duties and responsibilities not specifically outlined herein, as assigned.

Key Personal Capabilities:

  • At least 1 year’s previous experience providing customer service; minimum 6 months in the Player Support team strongly preferred.
  • Consistently high ratings on satisfaction, FCR, re-contact rate, quality evaluations and any other quality related metrics in previous roles.
  • Exceptional phone, email and chat abilities, with strong verbal and written communication skills.
  • Highly efficient and productive, and capable of multitasking consistently throughout the day.
  • Enjoys working within a culture of excellence, with significant career growth potential & performance incentives, but equally significant performance expectations.
  • Has basic computer troubleshooting skills; familiarity with contact center applications and MS Word products a major asset.
  • A strong team player who can motivate and drive team success, while capable of
  • Can demonstrate flexibility and reliability in shifting schedules; available to work 24/7 if needed.

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