Customer Service Officer

About the role

We are looking for a Customer Service Officer to assist our gaming community through digital channels. The role involves responding to player inquiries, resolving issues, and ensuring a high‑quality experience aligned with our brand standards. You will work closely with product and support teams to ensure consistent messaging and timely resolution of player issues.

Key responsibilities

• Handle customer queries and problems via digital channels, taking into account the customer’s contact details, gaming profile and gaming history.
• Escalate customer problems according to predefined procedures.
• Categorize customer contacts to streamline handling and reporting.
• Develop and maintain up‑to‑date knowledge of company products, procedures and campaigns.
• Deliver information and solutions using the company‑approved communication style and methods.
• Meet core Customer Service KPIs, including communication index, competence index and adherence.

Required profile

• Experience handling customer interactions through digital platforms.
• Ability to follow structured escalation and categorisation processes.
• Strong attention to detail for maintaining product and procedural knowledge.
• Commitment to achieving defined performance metrics.

Required skills