Job Description

As a Customer Experience Specialist, you will play a crucial role in our Customer Operations. Your primary responsibility is to deliver exceptional service to our clients by owning and resolving their inquiries and issues at the first point of contact.We are dedicated to surpassing customer expectations, which means our Specialists thrive in a dynamic, ever-evolving, and innovative environment. Our commitment to putting customers first is at the heart of everything we do.Your day-to-day

• Engage with customers in a supportive and empathetic manner via chat and email to address their needs;
• Investigating, escalating, and resolving customer queries via working with multiple backoffices and internal tools;
• Collaborating with other teams and external partners;
• Working with data tools to monitor and analyse customer behavior to identify customer metrics and data;
• Handling the communications of fraud, security and responsible gambling cases;
• Generating transaction reports for customers;
• Upselling and conversion initiatives for crypto currencies, promotions and other revenue-generating activities;
• Being an active voice for the best customer experience inside the company;
• Any additional responsibilities assigned by the manager that are consistent with the scope and objectives of the role.

Your background and mindset

• Fluent to a native level in written and verbal communication in English;
• Excellent communication skills with customers and internally with the team;

• Great eye for detail and problem solving;

• Ability to multitask, work in a team, and adapt quickly;

• Tech-savvy – skilled with digital tools and new technologies;

• Previous experience managing demanding customers is a plus;

• Basic knowledge of cryptocurrencies, sports betting, and casino games is a plus.

Please note, we don't offer a relocation support for this position!

Yolo Group

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