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 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 Learning resources;

·        Health insurance;

·        Inhouse training;

·        Work in an international company;

·        Work from a newly branded office in Tbilisi;

·        The company provides the equipment;

·        Referral program;

·        Free drinks and fruits in the office;

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