Customer Care Poker Specialist
J
JobgetherIGaming Poker
Based in GermanyFull-Time
Salary not disclosed
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Job Details
- Languages
- English proficiency at Upper-Intermediate level (B2) or above
- Required Skills
- JiraConfluenceSlackZendeskCustomer support
Requirements
- Previous experience in customer support, ideally within iGaming, gambling, poker, or another fast-paced digital service environment.
- English proficiency at Upper-Intermediate level (B2) or above, with excellent written communication skills.
- Ability to communicate clearly, accurately, and professionally in writing while maintaining a helpful and customer-focused tone.
- Strong multitasking skills and the ability to manage multiple customer interactions without compromising quality.
- Customer-oriented mindset with a genuine focus on resolving issues rather than simply closing support tickets.
- High level of responsibility, self-organization, and independence in managing daily tasks.
- Excellent attention to detail and the ability to identify information or inconsistencies that could affect customer outcomes.
- Experience handling customer objections and challenging interactions with patience and professionalism.
- Empathy and emotional resilience, with the ability to remain calm and constructive when dealing with difficult cases.
- Openness to learning new products, tools, processes, and industry concepts.
- Willingness and ability to work a rotating or flexible shift schedule.
- Experience with Freshdesk, Freshchat, Zendesk, or similar help desk platforms is an advantage.
Responsibilities
- Respond to customer inquiries through designated support channels, primarily chat and email.
- Provide accurate and helpful information about registration, KYC verification, deposits and withdrawals, bonuses, rakeback, promotions, loyalty programs, poker tournaments, and cash games.
- Investigate and resolve customer issues, including identifying potential product or technical bugs and collaborating with relevant specialist teams.
- Escalate complex or sensitive cases appropriately while maintaining clear ownership of the customer experience.
- Document customer interactions accurately and consistently in the relevant support systems.
- Meet established individual service-level and performance targets, including SLA and KPI requirements.
- Collect, document, and communicate customer feedback to help identify recurring issues and opportunities for improvement.
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