Customer Service Officer

Customer Service Officer

Customer Service Officer

As a Customer Service Officer, you'll be responsible for managing customer interactions through digital channels and social media. You'll support customers by understanding their needs, resolving queries and issues, providing accurate information, and ensuring a positive customer experience. You'll work with customer profiles, gaming history, products and campaigns to provide relevant and effective support.

What you'll do:

• Handle customer queries and resolve problems through digital channels and social media
• Use customer profiles, gaming history and relevant information to understand customer needs and provide appropriate support
• Escalate customer issues in line with predefined procedures when further assistance is required
• Categorize and accurately record customer contacts
• Maintain up-to-date knowledge of company products, procedures, promotions and campaigns
• Provide information about company products and services in line with approved communication styles and methods
• Ensure customer interactions are handled professionally, empathetically and efficiently
• Manage multiple customer interactions while maintaining a high standard of service
• Meet and maintain key Customer Service KPIs, including Communication Index, Competence Index, Adherence and Missed Contact Rate
• Follow company procedures, communication standards and service guidelines

Core Skills & Tools

• Digital customer service and communication channels
• Social media customer support
• Customer profiles and gaming history
• Customer contact categorization and escalation procedures
• Company products, procedures and campaigns
• Customer Service KPIs and performance standards

What you'll bring:

• Excellent communication skills
• Empathy and a genuine willingness to understand and resolve customer issues
• Strong multitasking and time management skills
• Ability to remain calm, professional and solution-oriented when handling customer concerns
• Good attention to detail and ability to follow established procedures
• Intermediate level of English and Russian
• Previous customer service or digital support experience is an advantage
• Knowledge of gaming products or the iGaming industry is a plus

These are some of the benefits included in our employee package:

• Generous annual leave
• Hybrid work
• Individual health insurance
• Paid sick leave
• Paid maternity & paternity leave
• Life event reward
• Performance bonuses
• Referral bonuses

May your journey begin!