Part time Mandarin-Speaking Customer Service Agent--Remote

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Requirements:

• Previous experience in a high-volume, fast-paced call center strongly preferred
• Fluency in both Mandarin and English
• Excellent verbal and written communication skills
• Strong multitasking and prioritization abilities
• Calm and patient demeanor when handling complaints and difficult situations
• Commitment to high standards, initiative, proactivity, and professionalism
• Ability to type and communicate on the phone for extended periods
• Must be 21 years of age or older
• Ability to successfully complete a background check, drug screen, and obtain necessary gaming licenses
• Successfully complete required jurisdictional training
• Must have high speed internet access in your remote work location
• Availability to work nights, holidays, and weekends as required

Responsibilities:

• Deliver exceptional customer service by providing accurate product and service information, resolving issues, and offering guidance on promotions and bonuses
• Assist with customer calls for all Mandarin speaking customers
• Partner with cross-functional departments (retail, marketing, tech, etc.) to effectively resolve customer concerns and ensure a seamless customer experience
• Consistently meet or exceed agreed-upon KPIs and performance targets
• Engage in continuous learning through hands-on training with fellow agents, leads, and management to enhance skills and knowledge
• Clearly explain the terms, conditions, promotions, and bonusing of the casino gaming site to customers
• Provide comprehensive information to customers regarding their account and transactions
• Evaluate accounts to identify potential AML/Fraud violations based on deposit, withdrawal, and play transactions
• Recognize problem gambling signs and assist customers by providing information and resources to get them the necessary support
• Maintain accurate customer records by updating account information as needed
• Process customer adjustments to maintain precise financial accounts
• Recommend potential products or services to management based on customer information and needs analysis
• Prepare product or service reports by collecting and analyzing relevant customer data
• Contribute to overall team success by accomplishing related tasks as assigned