Customer Support Agent (Phone, Chat & Email)

About This Role

Caring for customers by phone, chat, and email is the core of this role, providing enhanced customer services for online casino and sports betting brands. The role involves assisting with various queries and ensuring compliance with gaming regulations.

Responsibilities

• Provide fast, friendly, and professional support to players via phone, live chat and email
• Assist customers with account management, deposits/withdrawals, game-related queries, and technical troubleshooting
• Ability to call customers
• 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

• Bonus scheme
• Access to LinkedIn Learning programs as well as funding to educational programs of your choice
• Monthly allowance for orders via the Wolt App & free drinks and snacks at the office
• Paid educational leave
• Hybrid working model
• Modern offices in the center of Nicosia
• 360 feedback for constant personal and professional development
• Birthdays are always a day off

Important Details

• Schedule: flexibility to work shifts, including evenings, nights, weekends, and holidays, if required

About the Company