BR Customer Success Associate

Summary

The job is for a Customer Success Associate at SportyBet. The role involves providing customer-centric support, educating customers about products, conducting calls, understanding products, providing feedback, maintaining accurate records, identifying and escalating issues, multi-tasking, liaising with the International Customer Service team, and participating in weekly updates.

Requirements

• Minimum of 1-2 years of customer support experience
• Passionate about Customer Care and Success Management
• Online gaming experience with a focus on sports betting (advantageous)
• Excellent English and Portuguese communication skills, both verbal and written
• Feel comfortable in verbally communicating with customers on the phone
• Be a Team Player and work collaboratively within a team environment
• Self-driven and motivated
• Knowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and/or Zendesk
• Ability to understand, interpret, and communicate issues both internally and to customers
• Ability to provide product extensive feedback to stakeholders
• Ability to work within strict guidelines, follow company processes and procedures
• Empathetic and high emotional IQ
• Fast-learner with an ability to think on their feet, and adapt to a fast-paced, high-pressure environment with demanding customers
• Ability to positively collaborate in an international remote work environment

Responsibilities

• Provide client-centric and customer-focused support
• Handle customer queries, complaints, and issues
• Educate current/potential customers about the products and services
• Conduct cold calls and follow-up calls
• Have a full in-depth understanding of the products and services
• Provide product feedback to relevant stakeholders
• Perform all other duties as assigned by management