Our client, an exciting and rapidly growing digital card and alternative gaming prize brand is seeking to expand their team with the addition of an experienced Customer Support Agent.

Responsibilities:

• Serve customers by providing product and service information and resolving product and service problems.
• Establish and maintain thorough product knowledge, remain up to date on any product or process changes to confidently answer any questions customers may have, and handle each interaction appropriately.
• Retain customers by ensuring a good user experience and handling customers concerns.
• Maintain a positive, empathetic, and professional attitude toward customers and always respond promptly to customer inquiries.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process and suggest process improvements when applicable.
• Manage live chats via Intercom while maintaining quality standards.
• Provide written communication to customers that are free of spelling or grammatical errors.
• Communicate with multiple customers at the same time. Keeping up with various customer needs and conducting follow-ups in a timely manner.
• Assisting with collecting and verifying the identification documents of the customers.
• Assisting detecting forged documents.
• Provide guidance to the customer regarding identification information.

Requirements:

• Proven customer support experience or experience as a Customer Support Representative
• Strong typing and reading comprehension skills
• Customer orientation and ability to adapt/respond to different types of personalities
• Excellent communication and presentation skills
• Ability to multi-task, prioritise, and manage time effectively
• Fluent in spoken and written English.