English-speaking Customer Support Agent - Remote in Macedonia

Our client is seeking to recruit 1st Line English Speaking Customer Service Agents in Macedonia!

Working hours: Shift Basis, Monday to Sunday

Reports To: Customer Support Manager

Key Responsibilities:

Customer Service (All Channels):

• Handle customer inquiries
• Provide 24/7 support across multiple brands, ensuring a consistent and professional experience for all customers.
• Adapt to the specific requirements and guidelines of each brand while maintaining high-quality service.
• Proactively identify and resolve issues, ensuring prompt resolutions and customer satisfaction.
• Keep accurate records of customer interactions, transactions, comments, and complaints.
• Collaborate with other departments to ensure timely resolution of customer concerns.
• Stay updated on product knowledge and company policies to provide accurate information to customers.
• Assist in creating and maintaining customer support documentation and resources in native language when/if required.
• Contribute to a positive team environment through collaboration, communication, and sharing best practices.

Skills & Requirements:

• (Native or C1 level) Proficiency in both written and spoken English
• Exceptional attention to detail.
• Previous experience in Customer Support or similar roles.
• Familiarity with the iGaming is advantageous.
• Strong communication and problem-solving skills.
• Ability to manage multiple tasks, prioritise workload, and meet deadlines in a dynamic work environment.
• Demonstrated patience and resilience in handling challenging situations with players.
• Proficient Computer literacy.
• Clear criminal record.
• Strong interpersonal skills to work effectively with team members, other departments, and third-party platforms.
• Ability to work on a shift based rotation.
• Familiarity with customer support tools and platforms, such as ticketing systems, chat software, and Slack would be considered an asset.
• Knowledge of Jira or similar issue-tracking systems for ticket escalation and resolution would be considered an asset.
• Willingness to adapt to rapidly changing priorities and business needs.
• Additional languages to English will be considered an asset

Benefits:

• Full Comprehensive Training, including but not limited to Customer Service Soft Skills, gambling and online casino general knowledge, Licenses, BO Systems.
• Supportive Environment: Work with an incredible team that values collaboration, innovation, and personal growth
• Remote working arrangement – ability to strike the right balance between work and personal life.
• Career Growth: Our client invests in your success and provides opportunities through different internal business verticals, for continuous learning and advancement.
• Quarterly Bonuses in addition to the Base Salary

Ready to embark on this exciting opportunity? Apply now and become a valued member of our client's team!