Position: Customer support agent in English or German or Polish language iGaming
Company: ESCA
Category: Support
Experience required: 1y

Role: Customer Support Representative
Department: Customer Operations Department
Reporting to: Head of Customer Operations Department

Purpose of the role:

The Customer Support Representative is responsible for the communication with the casino customers, assisting in general questions, solving issues, and handling the complaints.
The role will be responsible for helping customers via text message interface.
It will also involve cooperation with other departments to solve and prevent any technical issues.
 
You will be responsible for:

• Assisting the customers with the text interface (E-Mails, Online Chats);
• Handle customers questions, complaints, inquiries, and issues;
• Escalating technical queries to the relevant departments;
• Following our customer service standards, communication policies, and procedures;
• Escalating the relevant information on a timely basis to the Team Lead and other departments when required;
• Seek resolutions to customers queries and issues with actively striving to achieve a “one correct answer” across all channels;

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

Our ideal candidate:

• Advanced English or Polish or German
• Excellent communication skills;
• Ability to analyze large amounts of data quickly and accurately;
• Can analyze different situations and find a solution while being calm.
• Is able to work on night shifts.