VIP Customer Support Specialist

hace 3 semanas


Argentina Madfish A tiempo completo

BigD is a leading operator focused on the LATAM market (one of the top brands). But that’s not all — we also run a thriving Affiliate Program, a convenient Payment Solution, and an AI-based User Acquisition platform. We’re a big family of over 500 creative minds. Working Conditions Current shifts: 01:00–13:00, 13:00–01:00 (may vary in the future) Main shift pattern: 2/2 (2 working days / 2 days off), with minor variations possible Shifts per month: 16–18 Performance evaluated through KPIs and quality control of service within the team Opportunity for growth as a specialist within the team based on your performance and success Tier system: as you progress, you may be promoted to Mid/Senior level with corresponding salary increase and bonuses Requirements Personal experience: over 2 years in customer support, preferably in VIP service Experience in the iGaming or gambling industry (considered a plus) Sociability and friendly communication Stress resilience and empathy Language skills (spoken and written): Spanish: C1–C2, English: B1–B2 (mandatory) Multitasking skills High level of self-organization, autonomy, and decision-making ability Strong experience with CRM systems, customer databases, or ticketing tools Time zone of residence: LATAM (GMT-4, GMT-5) Availability to regularly work any shift within a 24/7 schedule Ability to search for information and solve problems quickly Willingness to communicate with customers via voice (a phone channel may be added in the future) Communication channels: chat, messaging, email, IP telephony (in the future) Clear, understandable, and correct oral and written communication Fast typing skills Tasks and Objectives Handle incoming and outgoing customer communications in accordance with company standards (KPIs, SLAs, quality levels, etc.) Communicate with colleagues both within and outside the customer support team (other departments, partners, etc.) Prepare reports and analyses related to your responsibilities and current activities Mentor new team members during their onboarding and training period Keep the knowledge base and regulations up to date based on current processes Participate in process and service level improvements within the team Analyze the customer database to identify potential VIP candidates (based on defined metrics) Regularly review your current customer base, develop specific communication strategies, follow their preferences, and collect feedback to maximize their satisfaction #J-18808-Ljbffr



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