online commercial support agent (3756)

As an Online Commercial Support Agent, you will provide 1st level support to the customers for online products, focusing in excellent customer service in all inbound & outbound player requests.

Your day to day will include:

• Providing excellent customer support to online players for issues regarding online services and products, addressing their requests in response to inbound calls and emails and according to processes 

• Assisting in problem resolution and preparing real life use cases for future reference

• Escalating complex cases received from online players to the internal stakeholders for further investigation and following up their resolution

• Collecting input from the online players’ communication to enrich the common knowledge base with identified best resolution practices

• Adhering to OPAP processes and standards regarding responsible gaming and player protection 

• Resolving any complaints raised by customers in a polite and friendly manner turning their complaint into feedback

• Liaising on the spot with KYC CS Agents to resolve and issues related with KYC queries during the live contact

• Escalating to the CS Administration any indication of widespread incident based on customer communication (i.e. report by customers that they cannot login)

What you need to succeed: 

• BSc in any business-related discipline

• Hands on experience in a similar role within a fast-paced customer support team

• Superior customer service skills with willingness to go the extra mile in order to deliver to the customer

• Strong interpersonal and communication skills

• Very good organizational skills and adaptability with continuously changing requirements

• Knowledgeable user of MS Office

• Excellent command of the English language

• Good knowledge of the gaming industry will be considered an asset

What’s in it for you?

• An award-winning working environment 🚀

• State of the art facilities including gym & restaurant 🏢

• Hybrid working model 💻

• Competitive salary package and bonus scheme 💸

• Health insurance coverage & Pension Plan 🙏

• Monthly food allowance 🍴

• Continuous learning with classroom/digital trainings by OpapAcademy 🎓

• Internal Career Opportunities 💼

• Well-Being Activities 💪

OPAP Group is an equal opportunity employer

Does this sound like you? If yes, we would love to meet you!