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DESCRIPTION
The role
Reporting to the Customer Service Team Leader, the customer service agent will be the first point of contact for our players through live chat, email, and phone calls delivering the best possible experience.
Responsibilities
- Enable our players with quality solutions in a timely, personal, and professional manner that exceeds the customers’ expectations;
- Identify and support players in any difficulties they might encounter;
- Provide explanations to customers about products/site/policies/ promotions, etc;
- Update customer account/details with necessary information when needed;
- Understand, guide, and support players in Responsible Gambling;
- Collaborate with our Fraud and payments team in customer queries;
- Understand AML and report any suspicious activity.
REQUIREMENTS
Knowledge, Experience & Skills
- Be a fluent or native Swedish speaker with a C1 level of English, both spoken and written;
- Flexible and willing to work on a shift basis;
- excellent listener, with an empathic approach who takes pride in giving an excellent service to our customers;
- Exceptional organisation skills (including arriving on time, meeting deadlines, and finding accurate information in a timely manner);
- Detail oriented with the ability to handle stressful situations while maintaining a positive attitude.
