Customer Support Representative

Endless Motion Marketing and Consultancy; Muntinlupa; On-site; PHP 279,000 - 390,600; Full time

Job summary

A customer service firm in Metro Manila, Philippines is seeking a Customer Support representative to assist customers with account inquiries, deposit processes, and complaint resolution. This role involves promoting responsible use, ensuring compliance with AML and KYC regulations, and maintaining product knowledge to enhance customer experience. The ideal candidate should have strong customer service skills, problem-solving abilities, and a collaborative mindset. This position offers opportunities for professional growth within a dynamic team.

Qualifications

• Strong understanding of customer service processes and tools.
• Ability to handle complaints and escalate issues as needed.
• Familiarity with regulatory compliance, including AML and KYC.

Responsibilities

• Assist customers with account-related inquiries.
• Guide customers through deposit and withdrawal processes.
• Address and resolve customer complaints effectively.
• Monitor customer accounts for responsible gaming.
• Ensure compliance with regulatory standards.

Skills

Customer service skills

Problem-solving abilities

Technical support skills

Knowledge of AML and KYC regulations

Effective communication

Team collaboration

Job description

Customer Support

• Account Assistance: Help customers with account-related inquiries, such as login issues, password resets, and updating personal information.
• Navigation Guidance: Assist customers in navigating the site, locating available content, understanding interactive platform options, and using site features effectively.

Transaction Management

• Deposit and Withdrawal Assistance: Guide customers through the deposit and withdrawal processes, ensuring they understand payment methods, processing times, and any associated fees.
• Verification Processes: Assist customers in completing identity verification procedures required for withdrawals or account activation, ensuring compliance with regulatory standards.

Dispute Resolution

• Handling Complaints: Address and resolve customer complaints related to bet outcomes, content fairness, and payment issues. Ensure that all complaints are handled in accordance with the site’s policies and regulations.
• Escalation: Identify when a customer issue needs to be escalated to a supervisor or the Compliance Team, particularly in cases involving potential fraud, disputes over large payouts, or responsible use.

Responsible Support

• Promote Responsible Use: Provide information and support for customers who wish to set deposit limits, self-exclude, or seek help for potential problems.
• Monitoring and Intervention: Monitor customer accounts for signs of problematic behavior and intervene as necessary, following the company’s responsible use protocols.

Regulatory Compliance

• AML and KYC Compliance: Ensure that all customer interactions adhere to Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations, verifying customer identity and reporting suspicious activity as required.
• Adherence to Legal Requirements: Stay updated on industry regulations and ensure that all customer service activities comply with legal and regulatory standards.

Product Knowledge

• Platform and Site Knowledge: Maintain a thorough understanding of the site’s offerings, including available interactive content, interactive options, promotions, and bonuses, to provide accurate and helpful information to customers.
• Updates and Promotions: Inform customers about new site content, features, and promotions, and assist them in taking advantage of these offers.

Technical Support

• Troubleshooting: Assist customers with technical issues related to the site, such as difficulties with content loading, deposit failures, or mobile app functionality.
• Collaboration with IT: Work with the technology team to resolve more complex technical issues, ensuring a seamless user experience.

Feedback Collection

• Customer Feedback: Collect feedback from customers regarding their experience on the site, and relay this information to relevant departments for potential improvements.
• Reporting Issues: Document recurring issues or customer suggestions that could lead to product or service enhancements.