Summary
The job is for a Customer Success Associate at SportyBet. The role involves providing customer-centric support, educating customers about products, conducting calls, understanding products, providing feedback, maintaining accurate records, identifying and escalating issues, multi-tasking, liaising with the International Customer Service team, and participating in weekly updates.
Requirements
- Minimum of 1-2 years of customer support experience
- Passionate about Customer Care and Success Management
- Online gaming experience with a focus on sports betting (advantageous)
- Excellent English and Portuguese communication skills, both verbal and written
- Feel comfortable in verbally communicating with customers on the phone
- Be a Team Player and work collaboratively within a team environment
- Self-driven and motivated
- Knowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and/or Zendesk
- Ability to understand, interpret, and communicate issues both internally and to customers
- Ability to provide product extensive feedback to stakeholders
- Ability to work within strict guidelines, follow company processes and procedures
- Empathetic and high emotional IQ
- Fast-learner with an ability to think on their feet, and adapt to a fast-paced, high-pressure environment with demanding customers
- Ability to positively collaborate in an international remote work environment
Responsibilities
- Provide client-centric and customer-focused support
- Handle customer queries, complaints, and issues
- Educate current/potential customers about the products and services
- Conduct cold calls and follow-up calls
- Have a full in-depth understanding of the products and services
- Provide product feedback to relevant stakeholders
- Perform all other duties as assigned by management
