JAM Chat and Voice

About the Role

The Customer Service Agent is responsible for delivering exceptional customer support to Digital customers through live chat, email, and telephone channels. This role serves as the primary point of contact for customers seeking assistance with account access and verification, deposits and withdrawals, sports betting activity, wager settlement, promotions, loyalty program and general account inquiries. The ideal candidate demonstrates strong communication skills, attention to detail, problem-solving abilities, and a commitment to providing positive customer experience while adhering to regulatory and company policies.

Key Responsibilities

Customer Support

• Respond to customer inquiries through live chat, email, and inbound phone calls in a professional, timely, and courteous manner.
• Provide accurate information regarding account features, products, policies, and procedures.
• Deliver high-quality customer service while maintaining productivity and service level expectations.
• Build customer confidence and loyalty and retention through effective issue resolution and positive interactions.

Account Access & Verification

• Assist customers with account login issues, password resets, account verification, and multi-factor authentication concerns.
• Support customers with Know Your Customer (KYC) and identity verification processes.
• Investigate and resolve account restrictions, suspensions, and security-related inquiries.
• Escalate complex account security issues to the appropriate department when necessary.

Payments & Transactions

• Assist customers with deposits, withdrawals, payment processing, and transaction inquiries.
• Explain payment methods, processing timelines, and applicable account requirements.
• Research and resolve payment-related issues while ensuring compliance with company policies and regulatory requirements.

Required Qualifications

• High school diploma or equivalent required.
• Previous customer service, contact center, or support experience preferred.
• Strong verbal and written communication skills.
• Ability to handle customer interactions across chat, email, and phone channels.
• Strong problem-solving and analytical skills.
• Ability to multitask and navigate multiple systems simultaneously.
• Proficiency with Microsoft Office and customer service software platforms.
• Ability to work flexible schedules, including evenings, weekends, and holidays as needed.

Preferred Qualifications

• Experience in online gaming, sports betting, casino operations, fintech, or related industries.
• Knowledge of sports betting terminology, wager types, and settlement procedures.
• Experience handling payment processing and account verification inquiries.
• Familiarity with CRM and ticketing systems.

Key Competencies

• Customer Focus
• Effective Communication
• Problem Solving
• Attention to Detail
• Adaptability
• Teamwork
• Time Management
• Conflict Resolution
• Regulatory Compliance
• Professionalism

Working Conditions

• Fast-paced contact center environment.
• High volume of customer interactions across multiple communication channels.
• Performance measured through quality, productivity, customer satisfaction, and compliance metrics.

Sports Betting Support

• Answer customer questions regarding sportsbook functionality, wagering options, and bet placement.
• Explain bet types, betting rules, and sportsbook procedures.
• Investigate and communicate outcomes related to wager settlement, grading, and betting discrepancies.
• Assist customers in understanding betting activity and account history.

Promotions & Bonuses

• Educate customers on current sportsbook promotions, bonuses, rewards, and eligibility requirements.
• Assist customers with promotional opt-ins, bonus usage, and promotional-related inquiries.
• Review and explain promotional terms and conditions.
• Resolve issues related to bonus credits, free bets, and promotional rewards.

Documentation & Compliance

• Accurately document customer interactions, resolutions, and follow-up actions in customer management systems.
• Adhere to all company policies, gaming regulations, responsible gaming standards, and data privacy requirements.
• Identify and escalate potential fraud, security concerns, or regulatory issues.
• Maintain confidentiality of customer information at all times.Qualifications & Skills

Soft Skills & Customer Commitment

• Successful candidates demonstrate exceptional interpersonal and customer service skills, with the ability to build rapport and maintain professionalism during every interaction.
• The role requires strong multitasking abilities, including managing multiple customer conversations simultaneously across chat, email, and phone channels while accurately documenting account activity and navigating several systems.
• Agents are expected to take full ownership of customer cases from initial contact through resolution, ensuring timely follow-up, clear communication, and seamless customer experience.
• A proactive mindset and commitment to going above and beyond for customers are essential, including anticipating customer needs, identifying solutions, and seeking opportunities to enhance satisfaction and loyalty.

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