Coastline Gaming is a product and tech-focused gaming company operating an online brand and multiple retail brands. You will be part of a team that has launched a new online brand to digitize our current retail offering and provide an entertaining experience for players across multiple markets.
This project will provide an opportunity to join a team at the ground level with the fast-paced and exciting environment of a startup coupled with the experience, security, and leadership of an established business that has been in operation for over 40 years. You will report to the Customer Operations Manager.
We are looking for someone who is passionate about their work and is capable of working autonomously to drive projects from end to end while still having fun.
What You'll Be Doing
You will be part of a team with the ambition of providing the best customer experience in the industry. Hence, we are looking for proactive, forward-thinking candidates that can help drive this company ethos forward.
Good relationships are at the heart of our company. As a Customer Relationship Specialist, you will be the focal point of contact for our customers. It means you will understand their issues from their perspective, at the same time you'll have extensive knowledge of systems and multiple ways to solve customer's problems.
Apart from aiming to solve customers' issues and providing excellent support, we want you to form part of the entire casino experience! We want you to provide extra value for the customer; when contacting us we want our players to feel like they're being recognized and that the conversation is interesting, positive, and intriguing.
Before getting into the action, we will train you on all things required to effectively create and maintain relationships with our customers. This includes training on Games, Fraud and AML, Empathy and soft skills, Responsible Gaming, Objection Handling, Payments, and many other areas.
As a Customer Relationship Specialist, you will be working on shifts of 40 hours/week in total. Daily responsibilities will include developing relationships with customers through email and chat.
Specific Responsibilities:
* Handling customer enquiries through the various platforms available (Chat and Email) through both inbound and outbound channels.
* Helping our customers with all their enquiries.
* Clarifying our Terms and Conditions when it is needed.
* Explaining how to use games and services.
* Assisting customers with ongoing marketing campaigns.
* Logging tasks in accordance with company guidelines.
* Advising players on responsible gaming tools and acting proactively on player's gaming patterns.
* Escalating and following up customer cases when needed.
* Assisting customers encountering issues with processing payments (Credit Cards, Bank transfers, E-wallets, and Paysafe).
* Assisting customers with the KYC procedure including reviewing of documentation.
* Crediting bonuses & Free spins when required.
* Actively engaging customers in the view to increase player activity.
* Performing basic checks on newly registered players, deposit transactions accounts with pending withdrawals requests, and fraudulent activity.
* Processing withdrawals and liaising with 3rd party Payment/fraud providers for enhanced investigations or resolutions linked to Player issues.
* Evaluating and identifying suspicious behaviour.
As the ideal candidate, you will have:
* Previous experience in a similar role is required.
* Marketing/CRM experience in an online gaming environment is required.
* Knowledge of online products, e.g., Casino and Sportsbook.
* Knowledge of retention promotions such as events/promotions/bonuses and others.
* The ability to work at a fast pace while multitasking.
* The ability to responsibly and effectively use technology to find, create and communicate information.
* Flexibility to work day/evening shifts.
* Fluency in English - both verbal and written.
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