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DESCRIPTION
Our Customer Experience Team is growing, and we are looking for new talent to join us on our journey!
As a Customer Experience Specialist, you will play a crucial role in our CX Team. Your primary responsibility is to deliver exceptional service to our clients by owning and resolving their inquiries and issues at the first point of contact.
We are dedicated to surpassing customer expectations, which means our Specialists thrive in a dynamic, ever-evolving, and innovative environment. Our commitment to putting customers first is at the heart of everything we do.
- Answering customer queries via chat and email in fluent Turkish;
- Investigating, escalating, and resolving customer cases e.g. payment problems, game rounds;
- Collaborating with other teams and external partners;
- Being an active voice for the best customer experience inside the company;
- Handling calculations of cashback for VIP users;
- Working with Data Tools to have the correct understanding of customer metrics and data;
- Handling Responsible Gambling cases;
- Handling communication of Fraud and Security cases;
- Doing side-by-side training with newcomers;
- Writing Confluence pages and sharing the information within the team;
- Generating transaction reports for customers;
- Upselling and conversion initiatives for crypto currencies, promotions and other revenue-generating activities.
REQUIREMENTS
What we expect from you
- Fluent in written and verbal Turkish;
- Excellent communication skills with customers and internally with the team (in English);
- Great eye for detail and problem solving;
- Ability to multitask, work in a team, and adapt quickly;
- Tech-savvy – skilled with computers and new technologies;
- Previous experience managing demanding customers;
- Basic knowledge of cryptocurrencies, sports betting, and casino games is a plus.
