Arabic-Speaking Gaming Support Agent (24/7)

Momentum; Abu Dhabi; On-site; AED 80,000 - 120,000; Full time

Job summary

Fanatics Momentum is seeking a Customer Service Agent to be the first point of contact for players across our online gaming platforms. You will handle account issues, bonuses, deposits/withdrawals, and gameplay inquiries to ensure a superior customer experience.

In this role you will work in a fast-paced 24/7 environment, supporting multilingual players with English and Arabic. You may engage in live chat, email, and occasional phone interactions while maintaining strict compliance and high CSAT

Qualifications

• Previous experience in a customer support role, ideally within the iGaming/Lottery, tech.
• Excellent written and verbal communication skills in English and Arabic.
• Familiarity with online casino/lottery and/or sportsbook platforms and terminology.
• Strong problem-solving skills and attention to detail.
• Comfortable working in a high-pressure, fast-paced environment.
• Tech-savvy with the ability to quickly learn and navigate multiple systems (CRM tools, chat platforms, back-office systems).
• Ability to work flexible hours, including evenings, weekends, and holidays.

Responsibilities

• Provide real-time support to players via live chat, email, and occasionally by phone in a fast-paced, 24/7 environment.
• Handle queries related to registration, account verification (KYC), responsible gaming, transactions, game rules, and promotions.
• Guide players through troubleshooting steps for technical issues (login problems, game performance, etc.).
• Monitor and escape suspicious or fraudulent activity according to internal procedures and regulatory guidelines.
• Collaborate with internal departments to resolve complex issues.
• Stay informed of the latest platform features, games, promotional offers, and industry regulations.
• Maintain accurate records of customer interactions and follow up on open issues to ensure resolution.
• Meet performance KPIs such as response time, resolution rate, and customer satisfaction scores (CSAT).
• Contribute to the development of FAQs and knowledge base content.

Skills

Customer support

Communication skills

Problem solving

Tech savvy

Attention to detail

CRM tools

Tools

CRM tools

Chat platforms

Back-office systems

Job description

Fanatics Momentum is seeking a Customer Service Agent to be the first point of contact for players across our online gaming platforms. You will handle account issues, bonuses, deposits/withdrawals, and gameplay inquiries to ensure a superior customer experience.

In this role you will work in a fast-paced 24/7 environment, supporting multilingual players with English and Arabic. You may engage in live chat, email, and occasional phone interactions while maintaining strict compliance and high CSAT