Customer Support Agent

Customer Support Agent

About the company:

Softermii (https://www.softermii.com/) is an outsourcing/outstaffing company with more than 11 years of experience in web and mobile application development with a team of more than 120 specialists from 6 countries.

We have withstood multiple challenges, such as COVID-19 pandemic and war aggression against Ukraine, we have secured sustainable development processes, saved all our projects and jobs. Even more – we’re constantly growing.     

Every day, we add a new project to our portfolio in the following areas of expertise:

• Healthcare
• Real estate
• Livestream E-commerce
• Fintech (Wealth Tech, Capital Trading)
• Real Time Communications (RTC)

In addition, we develop 2 of our own solutions that help our customers get faster applications for video or audio calls (https://www.softermii.com/solutions/vidrtc) or an application for real estate with 3D visualization

(https://www.softermii.com/solutions/apartmii)

Company mission:

Softermii: Succeed Without (L) imitations

We will turn any idea into a valuable product.

Our plans as a company:

We want to move from a regular outsourcing business to an ecosystem of outsourcing, education and product development companies.

Over the years, we have arrived at a highly personalized working model with transparent workflows. This model allows us to create software products that meet our clients’ goals with precision.

🌟About the company:

Milliorize (https://www.milliorize.com/) provides end-to-end platforms and services for the iGaming industry. Our focus is delivering Social Casinos with superior player experiences using gamification, customisation, and cutting-edge tech. Our solutions cater to the specific needs of any iGaming operator, creating an engaging environment for players. We are passionate about the future of iGaming and take pride in providing a competitive edge to our players.

💥About the Role

We are looking for a Customer Support Agent to join our SweepLuxe team, specializing in customer support, risk, fraud, and payments. This role focuses on assisting players, resolving inquiries, managing payments, and ensuring a seamless gaming experience. If you have iGaming customer support experience, strong problem-solving skills, and a proactive mindset, we’d love to hear from you!

👬Why we have opened this vacancy: Team extension.

☄️Type of cooperation: Full-time cooperation, night shift : 1 AM – 9.30 AM CET, remote

👨🏻‍💻Your responsibilities on the project will be:

-Complete a full training programme during the first two weeks.

-After training, respond to customer enquiries via chat and e-mail, including VIP support.

-Resolve customer issues and questions quickly and professionally to ensure customer satisfaction.

-Review and verify customer KYC documents according to company procedures.

-Add and adjust promotions on customer accounts as authorised.

-Monitor and handle Trustpilot reviews and escalate issues when needed.

-Process customer redemption requests and follow up until completion.

👯You can be part of the following team:

Customer support team – two agents work internally, Risk Fraud and Payment specialists.

🗞Our requirements to you:

-2+ years of Customer support and payment experience in iGaming.

-Experience in at least one of these tools: Talk Two, Zendesk, Helpdesk or any similar tool.

-Experience working with customer payment requests.

-Experience working with payment tools, such as PIQ and payment providers, will be considered an asset.

-Fluent in English.

⚡️Nice to have:

-Experience with KYC tools like Sumsub, Jumio or Veriff.

💫Who will you have the opportunity to meet during the hiring process (stages): HR interview, Tech Interview, Management interview optionally.

💥Why Join Us?

• Be a part of a collaborative and innovative team.
• Work on impactful projects with a global reach.
• Opportunity to take ownership and implement your ideas to drive real results.

🥯What we can offer you:

1. We have stable and highly-functioning processes – everyone has their own role and clear responsibilities, so decisions are made quickly and without unnecessary approvals. 
2. You will have enough independence to make decisions that can affect not only the project but also the work of the company.
3. We are a team of like-minded experts who create interesting products during working hours, and enjoy spending free time together.
4. Do you like to learn something new in your profession or do you want to improve your English? We will be happy to pay 50% of the cost of courses/conferences/speaking clubs.
5. Do you want an individual development plan? We will form one especially for you + you can count on mentoring from our seniors and leaders.
6. Do you have a friend who is currently looking for new job opportunities? Recommend them to us and get a bonus.
7. And what if you want to relax? Then we have 21 working days off.
8. What if you are feeling bad? You can take 5 sick leaves a year.
9. Do you want to volunteer? We will add you to a chat, where we can get a bulletproof vest, buy a pickup truck or send children’s drawings to the front.
10. And we have the most empathetic HRs (who also volunteers!). So we are ready to support your well-being in various ways.

A little more information that you may find useful:

• our adaptation period lasts 3 months, this period of time is enough for us to understand each other better;
• there is a performance review after each year of our collaboration where we use a skills map to track your growth;
• we really have no boundaries in the truest sense of the word – we have flexible working day, remote or office is up to you.

Of course, we have a referral bonus system. So if you have a friend who likes our job opening, you can give us their telegram contact, and we in turn will thank you with a bonus if we start working with them!

To learn more about Softermii visit their website

Please let Softermii know you found this job position on RemoteCareer Africa as a way to support us to continue providing you with quality remote jobs

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