Customer Service Representative – New Jersey, United States

Company Description

We are SkillOnNet leading the igaming entertainment by providing our customers with the most entertaining and trustworthy experience possible, while also reinventing the gambling industry. We are home to more than 30 well-known brands, including PlayOJO, DruckGluck, BacanaPlay, Genting, and many more. We are committed to long-term development and sustainability, and we are trying to revolutionise our industry for the benefit of our players, ourselves, and the entertainment industry as a whole.

Job Description

Join our growing iGaming team as a Customer Support Representative and become a key part of the player experience. You will support customers across webchat, email, and phone, helping them navigate our platform, resolving issues efficiently, and ensuring every interaction is professional, helpful, and compliant.

Whether you already have customer service experience or are looking to start a career in the exciting world of online gaming, we provide comprehensive training and onboarding to help you succeed.

Responsibilities Include:

• Provide friendly, professional, and timely support to players via Webchat, Email, and Phone.

• Respond to customer questions clearly and accurately while delivering an exceptional player experience.

• Investigate and resolve account, product, payment, and service-related concerns, aiming for first-contact resolution whenever possible.

• Listen carefully to player concerns, identify the root cause, explain available solutions, and follow up when necessary.

• Escalate complex or sensitive matters to the appropriate internal teams.

• Thoroughly investigate player issues while following established procedures and regulatory requirements.

• Promote a Safer Gaming approach and provide appropriate support when responsible gaming concerns arise.

• Maintain a strong understanding of company policies, products, processes, and applicable New Jersey iGaming regulations and licensing requirements.

• Handle sensitive customer, personal, and financial information with the highest level of confidentiality and care.

• Consistently meet quality, productivity, and customer service standards.

• Contribute to a positive team environment and support shared business goals.

• Participate in onboarding, training, coaching, and ongoing professional development.

• Go the extra mile to create a positive and memorable experience for every player.

What we are looking for:

• Fluent English, both written and spoken

• Spanish language skills are considered an advantage.

• Previous customer service experience is an advantage, but not required — we provide comprehensive training.

• Strong verbal and written communication skills.

• Excellent active listening and problem-solving abilities.

• A genuine customer-first approach and the ability to communicate effectively with a diverse range of people.

• Comfortable working with computers and multiple systems; strong typing skills are required.

• Ability to remain calm, professional, and solution-focused in a fast-paced environment.

• Strong attention to detail and accuracy.

• A high level of accountability, reliability, and professionalism.

• Demonstrated trustworthiness when handling sensitive personal and financial information.

• Willingness to work shifts, including evenings, weekends, and holidays as required by a 24/7 iGaming operation.

• A willingness to learn and stay current with company procedures, safer gaming practices, and applicable regulatory requirements.

What's in it for YOU?

• Excellent work environment

• Attractive salary package

• Monthly incentive Bonus

• Monetary vouchers on Birthdays and other special occasions

• Fully equipped kitchen and in-house entertaining space

• Options to enrol in Company's medical insurance plan

• Possibilities to enrol in Company's pension plan

• Exciting company activities including monthly lunches, monthly corporate gatherings, an intercompany football team, competitions, daily snacks and many other activities.

• Casual Dress Code

• A chance to advance professionally inside one of the world's largest iGaming organisations.

What Life at SkillOnNet is like!

SkillOnNet is a firm believer in putting people first and our “family oriented” multinational culture is what drives us. We care and focus on our staff and ensure that you are provided with the most relevant and valuable tools, privileges and amenities.