Key skills
CRMAccount Management
About this role
Role Overview
- Provide fast, friendly, and professional support to players via live chat and email.
- Assist customers with account management, deposits/withdrawals, game-related queries, and technical troubleshooting.
- Ability to call customers when necessary.
- Ensure compliance with responsible gaming and regulatory requirements in every interaction.
- Escalate complex issues to relevant departments (Payments, Fraud, Technical, Marketing etc.) when needed.
- Accurately document customer interactions and maintain records in the CRM system.
- Proactively identify and report technical issues, bugs, or suspicious activity.
- Collaborate with other team members to ensure 24/7 seamless customer support.
- Stay updated with new games, promotions, and site features to provide accurate information.
- Contribute to a positive player experience by demonstrating empathy, patience, and problem-solving skills.
- Adhere to KPIs and quality standards.
Requirements
- Previous experience in customer service, call center, or support role is an advantage.
- Fluent in English (written and spoken).
- Knowledge of an additional language (e.g., Spanish, German, French, Italian, Portuguese, Finnish, Swedish , etc.) is a strong advantage.
- Tech-savvy and comfortable using multiple software systems simultaneously
- Strong multitasking and problem-solving ability.
- Ability to stay calm and professional under pressure.
- Good organizational skills and attention to detail.
- Team-oriented with flexibility to work shifts, including evenings, nights, weekends, and holidays , if required.
- A customer-first mindset with empathy and patience.
Benefits
- Competitive remuneration package & bonus scheme
- Access to LinkedIn Learning programs as well as funding to educational programs of your choice
- Private Medical insurance & Access to a 24/7 Employee Assistance Program
- Monthly allowance for orders via the Wolt App & free drinks and snacks at the office
- Coverage of your public transportation expenses and gym membership
- Paid educational leave
- Hybrid working model
- Modern offices in the center of Thessaloniki
- 360 feedbacks for Constant personal and professional development
- Birthdays are always a day off!