Customer Support Agent

Main tasks

• 1st Level Support
• Triage of player inquiries
• Answering player inquiries using the existing templates or through free text
• Ability to recognize and solve customer needs and problems
• Correct escalation of player inquiries to the responsible interfaces
• Follow-up and processing of escalated player inquiries
• Professionally receiving complaints from players and escalating them to the responsible departments
• Recording of key figures and maintaining statistics
• Processing of master customer data in the CRM
• Verification of player accounts according to valid compliance regulations
• Clear and customer-oriented written and oral communication
• Target-group-oriented communication across various levels
• Professionally receiving complaints from customers and acting in a de-escalating manner
• Professionally receiving complaints from customers and acting in a de-escalating manner

Side tasks:

• Supporting identification processes and measures in connection with the Anti-Money Laundering Act
• Control of incoming payments and initiating necessary measures in the event of irregularities (Financial Reconciliation)
• Participation in the continuous improvement process

Requirements:

• No entries in the debt enforcement and criminal registers
• MS-Office
• Creation of a familiar and positive working atmosphere within the framework of company policy
• Building up knowledge about the various games and offers in the Casino 777