About the role
Position Overview:
The Customer Support Specialist will provide high-quality customer support via live chat, email, calls, or other means necessary to help users with their inquiries and issues while simultaneously driving sales through effective upselling and promotion of our latest offers and features.
This role requires a blend of excellent communication skills, sales acumen, and a deep understanding of our gaming platform and promotions. This role will be on a shifting schedule (5 days work, 2 days rest day per week) and may require to work during holidays depending on operational needs.
Key Responsibilities:
1. Customer Support
o Engage with customers via live chat, email, calls, or other means necessary to provide timely and effective assistance with inquiries, technical issues, and account-related questions.
o Ensure a seamless and enjoyable user experience by offering prompt and accurate solutions.
o Maintain a high level of product knowledge to effectively assist customers with their queries and provide accurate information about our gaming platform
2. Sales and Upselling
o Identify and seize opportunities to upsell and cross-sell marketing offers, bonuses, and additional features based on customer interactions and needs. o Use persuasive communication techniques to promote our latest promotions, increasing customer engagement and driving revenue growth.
3. Customer Experience Enhancement
o Build and maintain strong relationships with customers through effective communication and exceptional customer service.
o Tailored and personalized interactions to each customer’s needs, providing personalized recommendations that enhance their gaming experience,
encourage continued engagement, and providing an excellent customer service experience.
o Gather customer feedback and insights to suggest improvements and identify trends for better service delivery.
4. Collaboration and Learning
o Work closely with the customer support team and other departments to resolve complex issues and share insights for service improvements. o Stay up-to-date with product updates, promotions, and industry trends through ongoing training sessions, team meetings, and collaboration to other departments.
o Provide feedback and insights to improve customer support processes and enhance overall customer experience.
Qualifications:
o Previous experience in a customer service and sales/up-selling/cross-selling role.
o Understanding of iGaming promotions, and industry practices is a plus, but not required.
o Exceptional written communication skills with the ability to engage customers effectively.
o Highly motivated, customer-centric, and goal-oriented with a strong ability to manage multiple tasks and handle pressure effectively.
o Proficient in using various software and tools (ex: MS Office, etc.), with a quick learning curve for new technologies.
o Decent internet connection speed and a computer with a webcam; Your own hardware/software will be used for your job assignments