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· In/outbound Chat/Telephone/Email based Customer Support, Sales and
· Service – Highly Target driven role at the highest service level within the
· I-gaming industry.
· First line of contact for online players, maintaining Service Level
· Agreement, ensuring Player satisfaction, handling of all general
· enquiries, troubleshooting experts, providing technical support, first
· contact resolution.
· Focusing on pro-active conversion, up-sales, cross sales, product
· pitching and retention of players.
· Performing towards set Market targets / KPIs with performance results at
· the forefront.
· Direct Manager Reports directly to Support Team leader (Respective Desk)
Core Tasks &Responsibilities
· Work in strict accordance to set Sales targets and KPIs and
maintain departmental & company SLA’s.
· Interact directly with Customers through chat and phone to
provide and process information in response to enquiries,
concerns and requests about our products and services.
· Be a welcoming host to our players. Ability to expose players to
our products via tools that are provided to you.
· Obtain and evaluate all relevant information (either from customer
or available tools) to handle enquiries and complaints.
· Communicate and coordinate with internal departments.
· Responsible to keep abreast of all developments regarding new
department and company protocols and procedures.
· Determine accurate product needs in order to up-sell and crosssell.
· Provide market feedback and market native opinions.
· Adopt, Maintain and promote the Company Values without
· Native Language Level of respective desk is essential.
· Excellent English oral and written skills.
· (Technical Skills,Experience,Education/knowledge)
· Chat experience a plus!
· Sales Experience a huge advantage. Ability and confidence to
negotiate sales techniques with interactions with customer to
guide them and assist them to deposit and play our games using
objection handling techniques.
· Ability to work efficiently in fast paced environment to meet
targets / KPIs.
· Ability to multi-task (handling of multiple chats concurrently).
· Be accomplished typists (minimum 35 words per minute).
· Strong communicator as well as capable problem-solver.
· Outstanding spelling, grammar, and communication skills a MUST
in native language and Strong command of the English language
· Organized, detail oriented, professional, courteous and selfmotivated.
· Confident, knowledgeable and expertise in our products and the Igaming
· Comfortable working with figures and strong understanding of
· Handles customer’s queries in the best interest of both the
company and the customer.
· Must be proficient in Internet related applications such as E-Mail
clients, chat system and web browsers. Basic knowledge of
· Windows Office programs (Word, Excel, Outlook) etc.
(Interpersonal Skills,Personal Capabilitiesetc)
· Sales driven mind-set & approach to role and self-motivated when
· working towards reaching targets.
· Responsible, able to work unsupervised.
· Team Player.
· Demonstrates creativity & flair.
· Adaptable (to a dynamic environment), initiative, and work well
· under pressure.
· Additional Info Flexibility is essential when working in a shift environment so schedulesmay be subject to change.