Customer Support Agent - Native German Speaker

Customer support agents deal with online casino players via chat and email. Agents make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service.

Professional requirements:

• Native German Speaker
• Professional use of the English language
• Great communication skills, flexible and reliable
• Good computer skills and multitasking abilities

Responsibilities in Support:

• Provides excellent customer service assistance to online casino clients via chat and email.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills requests by clarifying desired information; completing transactions; escalating requests to the relevant departments
• Involves management during an escalated customer issue when necessary to satisfactorily resolve the customer’s concern.
• Able to work on shifting schedules (morning, mid and night shifts)
• Able to work as part of a team
• Efficiently works together with the team in reaching the personal, team and department Key Performance Indicators (KPIs) set every month based on the Service Level Agreement (SLA)
• Will be directly reporting to the Team Leader.

Responsibilities in Outbound activities:

• Outbound customer engagement in order to drive high customer satisfaction and incremented revenue.
• Following up with customers in their welcome journeys with the goal to increase overall lifetime value.
• While using live chat as the main tool, proactively initiate customer engagements with the objective to increase the overall average deposit value (upsell).