Customer Support Agent

At Ventures Lab we are market leading sports betting and gaming group operating in the online sector. With over 400 employees internationally and a strong presence in the iGaming and Fintech sectors we provide a rich portfolio of services. Through technology and innovation we strive to enable our partners to reach new heights.

Currently we are looking for you to join as a Customer Support Adviser. This role is based in our office in Sofia.

Job Brief

We are seeking a skilled and customeroriented individual to join our team as a Customer Support Adviser. As a key member of our customer service department you will play a vital role in providing exceptional support and assistance to our valued customers. The ideal candidate will possess strong communication skills problemsolving abilities and a passion for delivering topnotch customer experiences.

Tasks

• Handling Customer enquiries through the various platforms available (Chat Email and phone) through both inbound and outbound channels.
• Using logical questioning skills in an appropriate manner to obtain the maximum relevant information from the customer in the minimum effective time
• Using welldeveloped negotiation skills to provide resolutions to problems and offer suitable courses of action to prevent escalation
• Maximise any revenuegenerating opportunities identified
• Accurate data input
• Manage your own time in line with resource planners
• Dealing directly with colleagues around the business to obtain missing information
• Meet the predetermined team and operational sales and service Key Performance Indicators and behaviours in job role
• Manage the escalation process for customer resolution with empathy
• Reinforce the culture and core values of Ventures Lab CS through appropriate behaviours and actions
• Working with multiple back offices internal tools as well as engaging 3rd parties (Games providers) to ensure customer queries are answered and/or resolved in a timely and correct manner
• Assisting customers encountering issues with processing payments (Credit Cards Bank transfers Ewallets Crypto and Paysafe)
• Assisting customers with their KYC procedure Also working closely with the Risk team in this matter
• Working closely with the VIP Marketing and Risk/Payments department
• Crediting bonuses & Free spins
• Actively engaging customers in the view to increase player activity
• Providing the necessary support for the creation implementation and continuity of the processes required for the Information Security Management System. Fulfilling all the duties assigned by the CEO and his managers within the scope of the requirements and responsibility areas of the job and workplace

Requirements

• Previous experience in a customer support or similar customerfacing role is preferred.
• Excellent verbal and written communication skills with a strong command of the English language.
• Ability to actively listen empathize and communicate effectively with customers of varying backgrounds and levels of technical expertise.
• Strong problemsolving and criticalthinking skills with the ability to analyze situations identify issues and provide appropriate solutions.
• Proficiency in using customer support software CRM systems and other relevant tools.
• Adaptability and flexibility to work in a fastpaced and dynamic environment handling multiple tasks simultaneously.
• Strong organizational skills and attention to detail ensuring accurate documentation and followup.
• Ability to work independently as well as collaboratively in a teamoriented environment.
• Availability to work on a flexible schedule including weekends and holidays if required.
• A positive attitude patience and a genuine desire to assist customers.

The Shift schedule for this position is as follows:

Working Days: Monday to Sunday
Work Pattern: 4 days in 2 days out
Shift Timing: 08:00 00:00 split between Morning and Afternoon shifts

Benefits

• 25 annual paid leave days
• Excellent compensation package
• Bonus program
• Supplementary health insurance coverage
• Cofunded sports cards
• Taxi vouchers after late shifts
• Career development opportunities