Customer Support Representative

Title : Customer Support Representative

Department : Customer Support Department

Location : Fully remote

About CoinPoker

Welcome to CoinPoker, the innovative crypto-poker platform where advanced blockchain technology meets the thrilling world of online poker. At CoinPoker, we are revolutionizing the poker experience by offering fast, secure, and transparent gameplay. With recent substantial investment, we are poised to take over the online crypto-poker space and are expanding our team to support our growth.

The Opportunity:

We are excited to be on the hunt for a talented and motivated individual to join our team as a our new Customer Support Representative.

In this role you will be the first point of contact for our players, providing exceptional assistance and ensuring a smooth and enjoyable gaming experience, offering fast and accurate solutions to keep our players engaged and satisfied. Also, addressing a variety of inquiries related to poker, sportsbook, casino games, and cryptocurrency payments.

Responsibilities:

• Provide high-quality customer support via email and chat to our global player base, ensuring quick and accurate resolution of inquiries.
  
• Assist players with account management, game-related questions, technical issues, and payment processes, including cryptocurrency transactions.
  
• Trouble shoot technical issues players may encounter while using our platform and escalate complex cases to the relevant department when necessary.
  
• Escalate recurring customer issues to the Team Leader, Managers, or the appropriate internal department as needed.
  
• Monitor player activity to identify and address potential fraud, account issues, or violations of terms and conditions.
  
• Stay up-to-date with the latest products, games, promotions, and industry trends to provide informed and relevant assistance.
  
• Collaborate with other teams to ensure seamless player experience and contribute to continuous improvement efforts.
  
• Report any recurring issues or feedback to help improve our products and services.
  
• Show initiative by suggesting ways to enhance the customer experience.
  
• This list of responsibilities is not exhaustive; the role holder may be expected
  to perform other tasks reasonably required within the scope of the position.

Requirements:

• Strong customer service focus, with a demonstrated ability to follow through and resolve issues effectively.
  
• Excellent communication skills in English, both written and verbal.
  
• Ability to handle multiple inquiries simultaneously and work efficiently in a fast paced environment.
• Strong problem-solving skills with aproactive and customer-centric approach.
• A proven team player with a‘can-do’attitude.
• Excellent interpersonal skills, capable of managing challenging customer interactions professionally and effectively.
  
• Flexibility to work shifts, including weekends and holidays, to support our 24/7 player support operation.
  
• Familiarity with customer service ticketing tools.

Equal Opportunities

CoinPoker is an equal opportunity employer welcoming applicants from all backgrounds.