Customer Service Agent

Customer Service Agent

We're committed to bringing passion and customer focus to the business. To achieve and establish our growth and future-proofing, we are currently looking for a Customer Service Agent. Someone who is self-driven, excels in a collaborative environment, and brings a sense of professionalism and integrity to the team.

Qualifications and Experience

• Excellent level of English (B2 and higher), both written and spoken, knowledge of other languages will be considered as an advantage;
• The ability to work on a flexible schedule (evenings, weekends, and holidays) as well as different shifts (morning, afternoon, and night) as necessary;
• This position is considered full-time, requiring a commitment of 160 hours each month (or the maximum hours allowed during certain months) to help drive our Customer Service Team's success and achieve our objectives;
• Excellent communication skills, both verbal and written;
• Skilled at managing tasks independently while handling stressful situations effectively;
• Previous experience within Live operations in iGaming or Customer Support is desirable;
• Strong computer literacy skills (good knowledge of Outlook, MS Teams, Atlassian products, Grafana);
• Willingness to learn and be involved in personal development;
• "People-first" attitude, professionalism and patience, ability to manage and contribute to multiple tasks simultaneously, high accuracy, and a sense of responsibility in daily work;
• Comfortable working in a fast-paced, dynamic environment;
• Previous involvement in training or mentoring new hires is considered a plus;
• A consistently sound level of judgment and professional conduct.

Key Responsibilities

• Run day-to-day Customer Service operations of Proxy Live Solutions;
• Handle and resolve customer queries in English language only, provide appropriate solutions and alternatives within the set time limits, follow up to ensure resolution via online chat, ticketing system, and e-mail;
• Provide customers with detailed information about products, services, and game rules;
• Participate in training programs to enhance skills and deepen product and service knowledge;
• Collaborate with various Departments and Teams (such as Technical Support, Service Management, Floor Operations, and others) to ensure a seamless customer experience;
• Prioritize tickets and tasks based on their urgency and complexity;
• Handle, log, and investigate customer incidents related to products, services, and technical issues, escalating complex cases when necessary;
• Oversee the integrity of chats and ticket handling;
• Provide feedback on the efficiency and identify opportunities to improve Customer Service processes and procedures;
• Supervise the maintenance and updates of current manuals, and develop new manuals as requested by the Manager;
• Prepare and distribute notifications to customers through various communication channels;
• Provide mentorship and guidance to new Customer Service Agents;
• Help ensure continuity by covering for colleagues during their vacations, sick leaves, and other absences.

The Team & Ways We Work

• We are open and transparent in decision making, everyone has a voice, and new ideas are always welcome;
• Constant feedback and support to individuals;
• We value results over process and tools;
• We value teamwork, so the best candidates are team players ready to own their work from the start to the end.

Benefits

• Paid breaks;
• Unlimited full access to Udemy and LinkedIn Learning resources;
• Health insurance;
• In-house training;
• Work in an international company;
• Work from a newly branded office in Tbilisi;
• The company provides the equipment;
• Referral programme;
• Free drinks and fruits in the office.

If you appreciate dynamic development and enjoy collaborating with enthusiastic and capable individuals, you'll find fulfillment in your career with us!