German Customer Support Specialist

A Customer Support Specialist in our client’s organisation will be 1st line Support for players wishing to contact the company with regards to various matters. These matters include Account queries, Bonus enquiries, Complaints, Promotions, Basic Technical support and other various troubleshooting needs.
The company strive to be the best in Support and Customer care within the industry and they are looking for individuals who possess the same vision.

Key Responsibilities

Handle customer queries through Live Chat and email
Escalating to relevant departments and following up on the resolution
Working with multiple back offices, internal tools as well as engaging 3rd parties (Games providers) to ensure customer queries are answered and/or resolved in a timely and correct manner
Assisting customers encountering issues with processing payments (Credit Cards, Bank transfers, E-wallets, Paysafe)
Assisting customers with their KYC procedure - Also working closely with the Risk team in this matter
Working closely with the VIP, Marketing and Risk/Payments department
Crediting bonuses & Free spins
Upselling the Brands promotions
Actively engaging customers

Requirements

Fluent German and fluent English language skills (written and spoken)
Customer support experienced
Strong PC and internet skills
Very good problem-solving skills
Strong attention to detail
Strong team player
Good online attitude

to be discussed