Customer Support Adviser

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Ventures Lab

WebsiteLinkedInAll Job Openings

201 - 500 employees

🎮 Gaming

💳 Fintech

🏦 Banking

Gaming • Fintech • Banking

Ventures Lab is a leading company providing end-to-end iGaming and financial business solutions. They operate as a prominent sports betting and gaming group in the online sector, offering a proprietary platform with managed services to support the iGaming, fintech, and banking industries. Their technology includes a versatile gaming platform for both sports and casino verticals, and features such as customer support, marketing solutions, CRM, and business intelligence tools. Ventures Lab is equipped to handle numerous payment methods, fraud control, and offers a robust infrastructure for hosting and network management. With licenses in major jurisdictions, they cater to partners seeking to expand their iGaming businesses worldwide by providing customizable and scalable solutions.

📋 Description

• Handling Customer enquiries through the various platforms available (Chat, Email and phone) through both inbound and outbound channels. • Using logical questioning skills in an appropriate manner to obtain the maximum relevant information from the customer in the minimum effective time. • Using well-developed negotiation skills to provide resolutions to problems and offer suitable courses of action to prevent escalation. • Maximise any revenue-generating opportunities identified. • Accurate data input. • Manage your own time in line with resource planners. • Dealing directly with colleagues around the business to obtain missing information. • Meet the pre-determined team and operational sales and service Key Performance Indicators and behaviours in job role. • Manage the escalation process for customer resolution with empathy. • Working with multiple back offices, internal tools as well as engaging 3rd parties (Games providers) to ensure customer queries are answered and/or resolved in a timely and correct manner. • Assisting customers encountering issues with processing payments (Credit Cards, Bank transfers, E-wallets, Crypto and Paysafe). • Assisting customers with their KYC procedure - Also working closely with the Risk team in this matter. • Working closely with the VIP, Marketing and Risk/Payments department. • Crediting bonuses & Free spins. • Actively engaging customers in the view to increase player activity. • Providing the necessary support for the creation, implementation and continuity of the processes required for the Information Security Management System. • Fulfilling all the duties assigned by the CEO and his managers within the scope of the requirements and responsibility areas of the job and workplace.

🎯 Requirements

• Previous experience in a customer support or similar customer-facing role is preferred. • Excellent verbal and written communication skills with a strong command of the English language. • Ability to actively listen, empathize, and communicate effectively with customers of varying backgrounds and levels of technical expertise. • Strong problem-solving and critical-thinking skills, with the ability to analyze situations, identify issues, and provide appropriate solutions. • Proficiency in using customer support software, CRM systems, and other relevant tools. • Adaptability and flexibility to work in a fast-paced and dynamic environment, handling multiple tasks simultaneously. • Strong organizational skills and attention to detail, ensuring accurate documentation and follow-up. • Ability to work independently as well as collaboratively in a team-oriented environment. • Availability to work on a flexible schedule, including weekends and holidays if required.

🏖️ Benefits

• Bonuses • Flexible work arrangements