Customer Support Agent - Sports

at  B2Spin

The Role Are you an incredible Customer Support Agent with a passion for sports? This is your chance to step into the spotlight! As the first point of contact for our cherished customers, you’ll deliver first-rate service, swiftly address inquiries, and go above and beyond to provide the best solutions. You will be an integral part of the Customer Support Team, managing interactions via email, live chat, and phone. This role demands flexibility to accommodate a 24/7 support schedule, including rotational shifts on weekends and holidays. If you’re driven by a fast-paced, growth-centric environment, you are the perfect fit!

REQUIREMENTS:

• A minimum of 2+ years of experience in a customer service role.
• Experience with American markets or in the sports/betting industry is highly advantageous.
• A passion for American sports, with a solid grasp of major leagues, teams, and sports betting terms.
• Exceptional communication and presentation skills; fluency in English is essential.
• Strong contact handling skills and active listening abilities.
• Proficiency with Zendesk and a high level of IT literacy.
• A customer-oriented approach with the ability to adapt to various personalities.
• Skills in multitasking, prioritizing, and managing time effectively, without the need for micro-management.

OTHER IMPORTANT REQUIREMENTS

• Flexibility to work shifts that include nights, weekends, and holidays.
• Having your own office setup, including a laptop or PC and a headset, is very advantageous but not mandatory.

• Deliver detailed product and service information, ensuring all customer issues are resolved with unmatched satisfaction.
• Maintain precise customer records, process accounts, and manage documentation with utmost efficiency.
• Tackle service or product issues by identifying the problem’s root cause and articulating effective solutions.
• Provide clear explanations of betting rules, odds, and promotional details to ensure comprehensive customer understanding.
• Achieve and exceed both individual and team goals in accordance with the company’s performance indicators and service agreements.
• Proactively manage customer complaints, offering solutions and follow-ups that aim to surpass customer expectations.
• Engage with customers enthusiastically in every interaction, enhancing their overall experience.