Customer Support Agent
This role is for a Customer Support Agent who will work remotely full time. The support team values quality over quantity, seeking individuals who take pride in their work, are eager to grow and learn, and see support as an opportunity to make a difference. The position offers a rewarding experience within a dynamic environment.
- Provide exceptional customer support through live chat, email, and phone.
- Process customer payments and handle inquiries related to deposits and withdrawals.
- Perform KYC checks to verify customer identity and ensure compliance with regulatory requirements.
- Monitor and implement anti-fraud measures to protect both the company and its customers.
- Assist customers with game-related inquiries, helping them understand the rules, strategies, and features of various online casino games.
- Provide recommendations and suggestions based on customers' preferences and interests to enhance their gaming experience.
- Stay up-to-date with the latest game releases, updates, and promotions to effectively inform and guide customers.
- Collaborate with team members to share knowledge, address challenges, and contribute to a positive work environment.
- A minimum of 2 years of experience in online casino customer support. (required)
- Excellent communication and interpersonal skills, with the ability to handle multiple live chats simultaneously and respond to customer inquiries professionally. (required)
- Strong problem-solving skills to address customer concerns, identify issues, and provide appropriate solutions. (required)
- Familiarity with online payment processing, including deposit and withdrawal transactions, and the ability to handle customer inquiries related to payments. (required)
- Knowledge of KYC (Know Your Customer) procedures and the ability to verify customer identity and documentation as needed to comply with regulatory requirements. (required)
- Understanding of anti-fraud measures and the ability to identify and report suspicious activities or behavior, while maintaining the highest level of customer confidentiality. (required)
- Comprehensive knowledge of online casino games, including rules, strategies, and terminology for popular games such as slots, poker, blackjack, roulette, and others. (required)
- The ability to assist customers with gameplay-related questions and provide guidance on available games and features. (required)
- Adaptability to work in a fast-paced, dynamic environment and quickly learn new systems, processes, and industry-specific terminology. (required)
- Ability to work remotely and have a stable internet connection, with the flexibility to accommodate different time zones and availability during weekends and holidays as needed. (required)
- Team player with a positive attitude, willingness to collaborate with colleagues, and a strong commitment to continuous learning and professional growth. (required)
- Fluency in English, both written and spoken, is required. (required)
- Proficiency in additional languages will be considered a strong asset. (preferred)
- Fully remote, hybrid or office work environment, according to candidate wishes.
- Annual luxury team building events at exclusive 5-star resorts abroad.
- €5,000 travel allowance per annum to meet colleagues across the globe.
- International health insurance.
- International working environment with top industry professionals.
- A fast-paced start-up culture, with lean organization structure where people matter.
- Long term cooperation, personal and professional development.
BitStarz is an online casino known as an early pioneer of cryptocurrency gambling, having been one of the first casinos to accept both Bitcoin and fiat deposits and withdrawals. In 2018 it expanded its cashier options to include cryptocurrencies such as Bitcoin Cash, Ethereum, Dogecoin and Litecoin. The casino offers more than 3,600 games, 24/7 customer support and multiple language options, with a strong presence in the European, Chinese and Australian markets. It has earned industry recognition, including EGR Award nominations and AskGamblers Awards for Best Casino and Players' Choice. BitStarz is headquartered in Sliema, Malta.