Customer Service Agent Bulgaria
About PowerPlay
PowerPlay are a growing online betting company based in Curacao in the Caribbean with customers from Canada, New Zealand, Brazil and elsewhere across the globe. They have recently obtained an operating license in Ontario and their business is growing rapidly in Canada and beyond.
Their global team, which covers operations, marketing, finance and tech consists of around 100 people, mainly in Europe and the Caribbean. Customer services is an excellent place to start to grow your career with PowerPlay as it gives you an in-depth understanding of the business and its customers.
The Role
Successful Customer Service Agents (CSA) are hardworking, energetic and work well as part of a team. They are responsible for responding to all inbound phone calls, live chat, email inquiries in a mature and professional manner. Some additional back office tasks related to payments and compliance may form part of agents’ daily tasks as well as inbound and outbound retention and acquisition activity.
The Bulgaria team will be responsible for handling overnight coverage when the Curacao centre is closed. Daily shifts vary with a five-day work week that can include weekend days. Training will be from 2 PM to 11 PM to overlap with shifts in Curacao. The role is full time 40 hours per week.
Key Objectives And Responsibilities
- Handle inbound and outbound customer contacts via our chat, email and phone channels.
- Explain payment options so customers can understand the different methods available and proactively contact customers by chat and phone to provide assistance with depositing.
- Provide technical advice and support to help customers experiencing problems accessing or using our websites.
- When needed, escalate complex enquiries to supervisors, ensuring they understand the issue to best help the customers.
- Work with other teams in the company, such as marketing and security, to give them customer feedback and ensure they resolve queries.
- Use appropriate service focused language so customers appreciate we are quick and easy to deal with as a company.
- Take personal ownership of problems and resolve them in the best way for our customers.
- Ensure all back-office systems are accurately updated so we have correct information regarding customers and their enquiries.
- Hit target deliverables in terms of contact quality and productivity (resolution rate, CSAT and handle times).
- Engage in additional tasks related to payments, retention and compliance.
Mandatory Requirements
- Excellent communication skills with the ability to easily develop and build positive relationships with customers.
- Excellent English verbal and written communication skills.
- Ability to interact quickly and accurately within any live chat environment to speedily provide clear and precise help, information and/or instructions to all who you interact with – whether it be to company staff or website customers.
- Ability to demonstrate initiative in problem solving and detail orientation.
- Capable of working independently or as part of a team.
- Good listening and comprehension skills with the ability to follow instructions efficiently.
- Adaptable and flexible when it comes to working hours i.e. weekends and evenings when required.
Desirable
- Experience in a customer service or customer facing role.
- Experience in a sports betting and/or casino operation.
Our Offer
- Starting salary of 2600 Leva per month.
- Tier based career progression depending on personal and company performance.
- Initial in-office role then to become remote.
- Opportunities for growth within the company.
- 25 days holiday plus public holidays (or double pay if required to work)