Customer Support Adviser

At Ventures Lab, we are market leading sports betting and gaming group operating in the online sector. With over 400 employees internationally and a strong presence in the iGaming and Fintech sectors, we provide a rich portfolio of services. Through technology and innovation, we strive to enable our partners to reach new heights.

On top of the technology, we also cover managed services for various markets, VIP management, Business Intelligence, Bonus systems and 24x7 multilingual customer support.

Currently, we are looking for you to join as a Customer Support Adviser. This role is based in our office in Sofia.

Job Brief

We are seeking a skilled and customer-oriented individual to join our team as a Customer Support Adviser. As a key member of our customer service department, you will play a vital role in providing exceptional support and assistance to our valued customers. The ideal candidate will possess strong communication skills, problem-solving abilities, and a passion for delivering top-notch customer experiences.

Main Duties and Responsibilities

• Handling Customer enquiries through the various platforms available (Chat, Email and phone) through both inbound and outbound channels.

• Using logical questioning skills in an appropriate manner to obtain the maximum relevant information from the customer in the minimum effective time

• Using well-developed negotiation skills to provide resolutions to problems and offer suitable courses of action to prevent escalation

• Maximise any revenue-generating opportunities identified

• Accurate data input

• Manage your own time in line with resource planners

• Dealing directly with colleagues around the business to obtain missing information

• Meet the pre-determined team and operational sales and service Key Performance Indicators and behaviours in job role

• Manage the escalation process for customer resolution with empathy

• Reinforce the culture and core values of Ventures Lab CS through appropriate behaviours and actions

• Working with multiple back offices, internal tools as well as engaging 3rd parties (Games providers) to ensure customer queries are answered and/or resolved in a timely and correct manner

• Assisting customers encountering issues with processing payments (Credit Cards, Bank transfers, E-wallets, Crypto and Paysafe)

• Assisting customers with their KYC procedure - Also working closely with the Risk team in this matter

• Working closely with the VIP, Marketing and Risk/Payments department

• Crediting bonuses & Free spins

• Actively engaging customers in the view to increase player activity

• Providing the necessary support for the creation, implementation and continuity of the processes required for the Information Security Management System. Fulfilling all the duties assigned by the CEO and his managers within the scope of the requirements and responsibility areas of the job and workplace

Requirements

• Previous experience in a customer support or similar customer-facing role is preferred.
• Excellent verbal and written communication skills with a strong command of the English language.
• Ability to actively listen, empathize, and communicate effectively with customers of varying backgrounds and levels of technical expertise.
• Strong problem-solving and critical-thinking skills, with the ability to analyze situations, identify issues, and provide appropriate solutions.
• Proficiency in using customer support software, CRM systems, and other relevant tools.
• Adaptability and flexibility to work in a fast-paced and dynamic environment, handling multiple tasks simultaneously.
• Strong organizational skills and attention to detail, ensuring accurate documentation and follow-up.
• Ability to work independently as well as collaboratively in a team-oriented environment.
• Availability to work on a flexible schedule, including weekends and holidays if required.
• A positive attitude, patience, and a genuine desire to assist customers.

Shift

The Shift schedule for this position is as follows:

Working Days: Monday to Sunday
Work Pattern: 4 days in, 2 days out
Shift Timing: 08:00 - 00:00 split between Morning and Afternoon shifts

Our Offer

• Competitive salary synonymous with skills and experience,

• Performance and bonus structure dependent on achievement of set targets and personal performance,