Customer Support Agent - UK Market
Greentube is looking for a Customer Service Agent to join its UK Market team. The role involves providing excellent customer service and responding promptly to incoming communication to ensure player satisfaction. The agent will assist players through email, live chat, and inbound phone calls, offering technical support for common issues and providing explanations about the company's products, site, and policies.
The position requires acquiring a good understanding of Greentube's products, including slot games, sports betting, and live casino. The agent will also report player issues to the team leader and relevant internal departments, keep up to date with new information and procedures, and support players with their requests, escalating and following up where necessary. The role involves working with a dynamic team in a support office that is open 365 days a year, with work scheduled on a shift basis including weekends and public holidays.
- Respond promptly to incoming communication with a high level of service ensuring player satisfaction, and handling of all general enquiries.
- Assist players through email, live chat and inbound phone calls.
- Provide our players with the best level of service.
- Provide technical support with common problems such as cookies, browsers and updates.
- Report player issues to the team leader and relevant internal departments where applicable.
- Acquire a good understanding and knowledge of our products, including slot games, sports betting, casino, live casino.
- Provide explanations to players about our product/site/policies.
- Keep up to date with new information/procedures.
- Support and guide players with all requests and escalating and following up where necessary.
- Respond to player comments on our social media channels.
- Ensure quality assurance, KPI’s and SLA’s are met.
- Work with a dynamic team, for a support office open 365 days per year (Work is scheduled on a shift basis including weekends and public holidays).
- Native level of English, both written and spoken (required).
- Previous experience in Customer Support, Customer Service, or a similar customer-facing role (preferred).
- Excellent verbal and written communication skills (required).
- A customer-focused and empathetic approach, with the ability to understand and respond to customer needs professionally (required).
- Strong problem-solving and decision-making skills, with the ability to handle customer queries efficiently (required).
- Ability to remain calm, professional and solution-oriented when dealing with challenging situations (required).
- Good attention to detail and ability to follow established procedures and guidelines (required).
- Comfortable working with computer systems and multiple tools/platforms simultaneously (required).
- Ability to work effectively both independently and as part of a team (required).
- Strong organisational skills and the ability to manage multiple customer interactions while maintaining a high standard of service (required).
- Willingness to work according to the required shift schedule, including weekends where applicable (required).
- Previous experience within iGaming, online gaming, or a regulated industry (nice-to-have).
- A positive, proactive and reliable attitude with a genuine interest in helping customers (required).
- Hybrid Work Model.
- €1,500 Annual Personal Development & Training Package.
- €300 Wellness & Home Office Allowance.
- Comprehensive Private Health Insurance, including dental care and regular eye check-ups.
- Weekly Office Lunch & Kitchen Perks.
- Exciting Company Events & Team Building.
- Mental Health Support (vouchers for up to 6 sessions per year with a top counseling centre).
- On-Site Parking.
Greentube is a business-to-business iGaming content provider and the interactive division of the NOVOMATIC Group, developing online slots, casino and social-gaming content. Founded in 1998 and headquartered in Vienna, Austria, it supplies real-money and social casino games to operators across regulated markets worldwide.