Customer Services Representative - I Gaming

Confidential Company; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Confidential Company in Dubai, UAE is seeking a proactive First-Line Support specialist to assist players with account management, gameplay, and technical issues via live chat, email, and phone. You will guide players through game rules, betting procedures, and promotions to ensure a positive experience.

Responsibilities include investigating escalated complaints or glitches, collaborating with relevant departments to resolve issues promptly, and processing deposits and withdrawals following

Qualifications

• High school diploma or equivalent; certifications in customer service or iGaming are a plus.
• 1-2 years in a customer-facing role, preferably iGaming or online entertainment.
• Proficiency with CRM software and ticketing systems for customer interactions.
• Excellent written and verbal communication abilities with the ability to explain complex information clearly.

Responsibilities

• Provide first-line support to players via live chat, email, and phone.
• Guide players through game rules, betting procedures, and promotional offers.
• Investigate and escalate complex player complaints or technical issues to the appropriate departments for timely resolution.
• Process deposits and withdrawals in a secure and compliant manner.

Skills

Customer support

Communication

Problem solving

Education

High school diploma

Customer service certification

Tools

CRM software

Ticketing systems

Job description

• Provide first-line support to players, resolving queries related to account management, gameplay, and technical issues via live chat, email, and phone.
• Guide players through game rules, betting procedures, and promotional offers, ensuring a clear and positive gaming experience.
• Investigate and escape complex player complaints or technical glitches to relevant departments, ensuring timely resolution.
• Process deposits and withdrawals efficiently and accurately, adhering to security protocols and payment policies.

Desired Candidate Profile

• High school diploma or equivalent; further education or certifications in customer service or iGaming are a plus.
• Minimum 1-2 years of experience in a customer-facing role, preferably within the iGaming or online entertainment industry.
• Proficiency in using CRM software and ticketing systems for efficient customer interaction management.
• Exceptional communication skills, both written and verbal, with the ability to explain complex information clearly.