Job Summary:

A Customer Service Representative (CSR) in an online casino is responsible for assisting players with inquiries, resolving issues, and ensuring a smooth gaming experience. They handle customer interactions via live chat, email, and phone, providing support for account management, promotions, deposits/withdrawals, and technical concerns.

Key Responsibilities:

• Respond to customer inquiries via live chat, email, and phone in a professional manner.
• Assist players with account-related issues, including registration, verification, and password recovery.
• Handle deposit and withdrawal concerns, ensuring compliance with company policies.
• Explain promotions, bonuses, and loyalty programs to customers.
• Troubleshoot technical issues related to the gaming platform, website, or app.
• Resolve customer complaints efficiently while following company guidelines.
• Escalate complex issues to higher management when necessary.
• Maintain accurate records of customer interactions and transactions.
• Ensure compliance with responsible gaming policies and online gambling regulations.
• Provide a high level of customer satisfaction by delivering prompt and friendly service.

Basic Requirements:

• High school diploma or equivalent; a bachelor’s degree is a plus.
• Previous experience in customer service, preferably in online gaming or casinos.
• Strong communication skills in English (both written and verbal).
• Fluency in additional languages is an advantage.

Technical & Soft Skills:

• Knowledge of online casino games, betting systems, and payment methods.
• Familiarity with customer support tools such as live chat software and CRM systems.
• Strong problem-solving and multitasking abilities.
• Ability to work in a fast-paced, high-pressure environment.
• Willingness to work in shifts, including nights, weekends, and holidays.
• Good understanding of responsible gaming and gambling regulations.

Please refer to job description.