Call center representative - Remote work

customer service / Call center
- Remote

Interview will be done in a week.

Please send your resume in word format if interested.

Rate - 17.50 /hr plus PTO and benefits.

Tuesday
- Saturday 9am-5pm

Tuesday
- Saturday 11am-7pm

As a Payments Specialist, you will be involved in processing payments, helping the CS team with Payments related player queries, handling ad-hoc contacts with Payment providers and Partners to determine transaction issues. In addition, the role entails performing payments reversals, light-touch risk assessments of new/current players throughout customer journey, actively participating in improving internal procedures and processes linked to Payments processing.

An average workday will involve checking game play, withdrawal requests and verifying due diligence documents from the customers.

• Provide friendly and professional customer support via phone, email, and chat to customers using our website and phone app.
• Assist customers in registering for the program, navigating its features, and resolving any issues they encounter.
• Address customer inquiries and concerns related to the program promptly and effectively.
• Troubleshoot account problems, or reward redemption discrepancies, ensuring timely resolution and escalation when necessary.
• Investigate and accelerate technical issues where applicable.
• Educate customers about the benefits and features of our program.
• Help customers understand how to earn points, redeem rewards, and maximize their overall experience.
• Proactively gather customer feedback and suggestions regarding the program and website/app usability.
• Document customer interactions and report recurring issues to the appropriate department for continuous improvement.
• Ensure that all interactions with customers comply with company policies and guidelines.
• Stay up-to-date with any changes or updates to the program to provide accurate information to customers.
• Work to retain customers by addressing concerns, offering solutions, and fostering a positive and personalized experience, ultimately increasing customer loyalty.
• Collaborate with other departments, such as IT, Marketing, and Sales, and fulfillment to improve the rewards program's functionality, promotional efforts, and overall customer experience.
• Meet or exceed key performance indicators (KPIs) measured on your monthly scorecard.

Other duties as assigned.