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