Position: Customer support
Company: IT Web Studio
Category: Support
Experience required: 1y
Published: 2023-05-01T00:00:00+03:00

Responsibilities:
- Respond promptly and professionally to customer inquiries via various communication channels, including email, live chat, and phone calls.
- Provide accurate and detailed information about our online casino games, promotions, account management, and technical issues.
- Assist customers in navigating our casino platform, resolving account-related concerns, and guiding them through the registration and payment processes.
- Troubleshoot and resolve customer issues by identifying problems, researching solutions, and escalating complex cases to senior support members or relevant departments when necessary.
- Document customer interactions, issues, and resolutions accurately and thoroughly in our CRM system.
- Collaborate with other team members to ensure consistent and high-quality customer service across all channels.
- Stay up-to-date with our casino games, policies, and procedures to provide accurate information to customers.
- Identify trends, recurring issues, or areas for improvement and communicate them to the management team for further analysis and action.
- Maintain a positive and professional demeanour while handling customer interactions and strive to exceed customer expectations.

Requirements:
- Previous experience in customer support, preferably within the online casino or gaming industry.
- Strong knowledge and passion for online casino games, including slots, table games, and live casino.
- Excellent verbal and written communication skills in Ukrainian/Russian.
- Exceptional problem-solving abilities and the capacity to work well under pressure.
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency in using customer support tools and systems, including CRM software, live chat platforms, and email management systems.
- Willingness to work on a flexible schedule, including weekends and holidays, as required in a 24/7 customer support environment.
- High level of professionalism, empathy, and patience when dealing with customers.
- A team player with a positive attitude and a strong commitment to customer satisfaction.