Job Description

Overview

We are seeking a dedicated and enthusiastic Customer Support Executive to join our dynamic team. The ideal candidate will possess excellent communication skills and a strong customer service background.

Our CS team is at the forefront of the business, delivering first-class support and ensuring our players have the best possible experience.

In this role, you'll provide outstanding assistance via Live Chat and Email across all our bingo and casino brands. This is a fantastic opportunity to join a fast-paced, dynamic team where your contribution will have a real impact on customer satisfaction and brand loyalty. This role requires a proactive approach to problem-solving and the ability to analyse customer feedback to enhance service delivery.

Responsibilities

Provide outstanding customer service via Live Chat and Email across all Begame brands (bingo and casino). Serve customers by providing accurate product and service information, confidently resolving product and service queries. Establish and maintain thorough product knowledge, keeping up to date with any product or process changes to confidently assist customers. Retain customers by ensuring a positive user experience and addressing concerns promptly and empathetically. Carry out player verification checks, assist with identification document collection and verification, and support the detection of forged documents. Provide clear guidance to customers regarding verification and Responsible Gambling requirements. Manage live chats via Intercom, maintaining high quality and professional standards. Provide written communication that is free from spelling or grammatical errors, ensuring professional and accurate customer responses. Communicate and coordinate effectively with colleagues to resolve customer queries as needed. Handle multiple customer interactions simultaneously, conducting timely follow-ups where necessary. Offer feedback on customer service processes, contributing to continuous improvement initiatives. Identify and escalate any bugs, system issues, or customer feedback to relevant internal teams to enhance the player experience. Maintain a positive, empathetic, and professional attitude toward customers at all times, embodying Begame's customer-first values. Support Responsible Gambling initiatives and comply with regulatory obligations.

Key Objectives

Ensure fast, accurate, and friendly responses to player queries. Uphold compliance standards in all customer interactions. Act as a brand ambassador, representing Begame's values and service commitment. Provide feedback to improve our services, tools, and player experience.

Person Specification, Experience & Skills

Proven customer support experience or experience as a Customer Support Representative. Minimum 1 year's online Customer Support experience, ideally in iGaming Excellent written and verbal communication skills. Excellent attention to detail and high levels of accuracy. Ability to multi-task, prioritise, and manage time effectively. Flexible approach to working hours, including evenings and weekends. Strong interpersonal and relationship-building skills. Competent in Microsoft Office and comfortable using CRM and Live Chat platforms.
Job Types: Full-time, Permanent

Pay: 24,500.00-26,000.00 per year

Additional pay:

Bonus scheme Performance bonus Yearly bonus
Benefits:

Company pension
Schedule:

Monday to Friday Night shift Weekend availability
Work Location: Remote