IGaming Customer Support Agent

About the role:

As an iGaming Customer Support Agent at Gepard Media, you will be an essential part of the customer-focused team. You will engage with the customers, address their concerns via live chat or email, and provide professional and friendly assistance, ensuring that they remain the top priority. Prior experience in a similar role or industry is a plus, however if you’re ambitious, want to learn about a new industry and acquire new skills we will provide comprehensive training during the onboarding process.

Please kindly note that your work schedule will involve rotation across two shifts: days (06:00-18:00 EET), and nights (18:00-06:00 EET).

Your main responsibilities will be:

• Customer-Focused Support: Listen and respond to the customers’ needs and concerns, offering professional, friendly support at all times.
• Multi-Brand Support: Provide support to customers across multiple brands and gaming verticals via live chat and email, managing an average of 100 cases per shift.
• Collaborative Problem Solving: Work collaboratively with internal and external teams to resolve customer’s issues and meet their needs effectively.
• Compliance: Execute Know Your Customer (KYC) and Anti-Money Laundering (AML) processes and procedures to ensure regulatory compliance.
• Bonus Abuse Prevention: Proactively and reactively monitor and take action on accounts engaged in bonus abuse.
• Winnings Approval: Review and approve customers’ winnings cash outs promptly.
• Continuous Improvement: Contribute innovative ideas and provide constructive feedback to improve our processes and enhance the customer experience.

What we expect from you:

• Strong Communication Skills: Excellent English, Estonian and Russian, both written and verbal
• Customer-Focused Approach: A deep commitment to understanding and addressing customer’s needs, ensuring their satisfaction.
• Problem-Solving Abilities: Proficiency in identifying issues, troubleshooting problems, and providing prompt solutions.
• Patience and Empathy: The ability to remain patient, empathetic, and understanding when dealing with customer concerns and challenges.
• Multitasking: The skill to efficiently handle multiple customer inquiries and tasks simultaneously
• Teamwork: Collaboration and coordination with team members to ensure a seamless customer support experience.
• Conflict Resolution: Capability to handle customer disputes and conflicts professionally and effectively.

Additional skills you might have:

• Online casino or sportsbook knowledge is a plus
• Freshdesk, Zendesk, or LiveChat experience
• Native Brazilian Portuguese or German is a plus

What we offer:

• A competitive salary complemented by monthly performance-based bonus (after probation)
• Extra compensation for night shifts
• A startup atmosphere with minimal bureaucracy
• Sports compensation via Stebby 
• Flexibility to change working shifts
• Hybrid work
• Opportunities for career advancement
• A diverse and inclusive workplace
• 4 weeks of comprehensive training with ongoing focus and assistance
• 28 calendar days of annual leave
• Complimentary company merchandise