24/7 iGaming Customer Support Agent (English/Arabic)

Fanatics Momentum; Abu Dhabi; On-site; AED 48,000 - 72,000; Full time

Job summary

Fanatics Momentum in Abu Dhabi seeks a Customer Service Agent to be the first point of contact for players, providing high-quality assistance for account issues, bonuses, deposits/withdrawals, and gameplay inquiries.

You will operate in a fast-paced, 24/7 environment, supporting English and Arabic communications, handling KYC, transactions, promotions, and platform troubleshooting while maintaining accurate records and meeting KPIs.

Qualifications

• Experience in a customer support role, ideally in iGaming/tech.
• Excellent written and verbal communication in English and Arabic.
• Familiarity with online casino/lottery and sportsbook platforms and terminology.
• Strong problem-solving skills and attention to detail.
• Comfortable in a high-pressure, fast-paced environment.

Responsibilities

• Provide real-time support to players via live chat, email, and phone in a 24/7 environment.
• Handle queries related to registration, account verification (KYC), transactions, games, and promotions.
• Guide players through troubleshooting steps for login and gameplay issues.
• Monitor and escalate suspicious or fraudulent activity per internal procedures and regulatory guidelines.
• Collaborate with internal teams to resolve complex issues.
• Stay updated on platform features, games, promotions, and regulatory changes.
• Maintain accurate records of customer interactions and follow up on open issues.
• Meet KPIs for response time, resolution rate, and CSAT.
• Contribute to FAQs and knowledge base content.

Skills

English and Arabic

Customer empathy

Problem solving

Fast learner with tech

Tools

CRM tools

Chat platforms

Back-office systems

Job description

Fanatics Momentum in Abu Dhabi seeks a Customer Service Agent to be the first point of contact for players, providing high-quality assistance for account issues, bonuses, deposits/withdrawals, and gameplay inquiries.

You will operate in a fast-paced, 24/7 environment, supporting English and Arabic communications, handling KYC, transactions, promotions, and platform troubleshooting while maintaining accurate records and meeting KPIs.