Customer Service Officer

About the role

As a Customer Service Officer you will manage customer interactions through digital channels and social media. You will support customers by understanding their needs, resolving queries, providing accurate information and ensuring a positive experience. The role involves using customer profiles, gaming history, products and campaigns to deliver relevant support.

Key responsibilities

• Handle customer queries and resolve problems via digital channels and social media.
• Use customer profiles, gaming history and relevant information to understand needs and provide appropriate support.
• Escalate issues according to predefined procedures when further assistance is required.
• Categorize and accurately record customer contacts.
• Maintain up‑to‑date knowledge of company products, procedures, promotions and campaigns.
• Meet and maintain key Customer Service KPIs such as Communication Index, Competence Index, Adherence and Missed Contact Rate.

Required profile

• Excellent communication skills with empathy and a genuine willingness to resolve issues.
• Strong multitasking and time‑management abilities.
• Ability to stay calm, professional and solution‑oriented under pressure.
• Good attention to detail and adherence to established procedures.
• Intermediate level of English and Russian.

Required skills

• Digital customer service and communication channels.
• Social media customer support.
• Customer profiles and gaming history analysis.
• Customer contact categorization and escalation procedures.
• Knowledge of company products, procedures and campaigns.
• Understanding of Customer Service KPIs and performance standards.

What we offer

• Generous annual leave.
• Hybrid work model.
• Individual health insurance.
• Paid sick, maternity and paternity leave.
• Life event reward.
• Performance and referral bonuses.