VACANCY - CS Agent Day-time (Full-time 41 hours per week)


Overview of the company:

PowerPlay.com is owned by Deck Entertainment, a Curacao based operator launched in 2018. Staff are based in 15 countries with offices in Curacao, Bulgaria, UK, and Ukraine. The company is young, agile, and driven, which is reflected in the company culture. The company succeeds by giving staff freedom to deliver coupled with accountability via individual and team KPIs. PowerPlay is also in the process of applying for a license in Ontario.



The profile:

Successful Customer Service Representatives (CSR) are those that are hardworking, creative and energetic. A strong CSR has the ability to multi-task and works well in a team environment. Customer Service Representatives are responsible for responding to all inbound phone calls, live chat, email inquiries and outbound reach-outs via any of these methods to customers in a mature and professional manner.
You will assist in the conversion of non-registrations into depositors and to consistently monitor company practices with new and existing customers, helping to achieve a reduction in player churn. You will be responsible for identifying, acquiring and retaining VIP customers and therefore growing brand loyalty and revenues.


Key objectives and responsibilities:

  • Handle inbound and outbound customer contacts via our chat, email and phone channels.
  • Explain payment options so customers can understand the different methods available and proactively contact customers by chat and phone to provide assistance with depositing.
  • Provide technical advice and support to help customers experiencing problems accessing or using our websites.
  • When needed, escalate complex enquiries to supervisors, ensuring they understand the issue to best help the customers.
  • Work with other teams in the company, such as marketing and security, to give them customer feedback and ensure we resolve queries.
  • Use appropriate service focused language so customers appreciate we are quick and easy to deal with as a company.
  • Take personal ownership of problems and resolve them in the best way for our customers.
  • Ensure all back-office systems are accurately updated so we have correct information regarding customers and their enquiries.
  • Hit target deliverables in terms of contact quality and productivity (average handle time).
  • Performs miscellaneous duties as assigned, this may include but not be limited to:
  • Kitchen Duty, Website Check, Office Administration.

Requirements

Mandatory

  • Excellent communication skills with the ability to easily develop and build positive relationships with customers.
  • Knowledge of the online casino and sports betting industry, particularly football products.
  • Excellent English verbal and written communication skills.
  • Ability to interact quickly and accurately within any live chat environment to speedily provide clear and precise help, information and/or instructions to all who you interact with – whether it be to company staff or website customers.
  • Ability to demonstrate initiative in problem solving and detail orientation.
  • Capable of working independently or as part of a team.
  • Good listening and comprehension skills with the ability to follow instructions efficiently.
  • Adaptable and flexible when it comes to working hours i.e. weekends and evenings when required.

Desirable

  • Experience in a customer service or customer facing role.
  • An interest in sports or sports betting.

Our offer

  • Secondary benefits applicable under Curacao labor laws.
  • Opportunity for growth within the company.
  • Joining a dynamic and hardworking team.

Applicants should send their CV to [email protected] with an accompanying cover letter.