Customer Service Officer

About the role

The Customer Service Officer will be the primary point of contact for players seeking assistance through digital channels. This role requires a solid understanding of the gaming environment and the ability to provide accurate, timely support while maintaining the company’s communication standards.

Key responsibilities

• Handle customer queries and problems via digital channels, taking into account the customer's contact details, gaming profile and history.
• Escalate issues according to the predefined escalation procedure.
• Categorize incoming contacts to ensure proper routing and reporting.
• Develop and maintain up‑to‑date knowledge of company products, procedures and campaigns.
• Deliver information to customers using the approved communication style and methods.
• Monitor and meet the main Customer Service KPIs such as communication index, competence index and adherence.

Required profile

• Strong written communication skills and ability to convey information clearly.
• Attention to detail and ability to follow defined processes.
• Customer‑focused mindset with the capacity to handle gaming‑related inquiries.

Required skills