Customer Service Representative

The Role:

You will be responsible for :

• Handle inbound live chats from players or users and respond to their queries effectively.
• Resolve in-game issues, account problems, or transaction concerns in a timely manner.
• Respond to customer inquiries accurately and professionally, maintaining brand tone and empathy.
• Manage customer complaints by identifying root causes and providing appropriate solutions.
• Ensure high levels of customer satisfaction and retention.
• Maintain clear records of customer interactions and escalate complex cases when necessary.
• Collaborate with internal teams (technical, product, or moderation) to resolve user issues.
• Meet individual KPIs related to response time, resolution rate, and customer feedback.
• Working hours: 8:00am–8:00pm.

Ideal Profile:

Education & Experience:

• Spanish and English is a must
• High school diploma or above; a Bachelor's degree is a plus.
• Previous experience in customer service, online support, or live chat handling preferred.
• Experience in gaming, tech, or digital platforms is an advantage.

Skills & Competencies:

• Excellent written English communication skills.
• Strong typing speed and accuracy for chat-based interactions.
• Tech-savvy and quick to learn online tools, CRMs, or support systems.
• Ability to remain calm and professional under pressure.
• Strong problem-solving and critical thinking abilities.
• Self-motivated, organized, and able to work independently with minimal supervision.
• Availability to work flexible shifts, weekends, or holidays, depending on demand.

Technical Requirements (for WFH):

• Reliable internet connection with minimum speed of [specify if known].
• Personal laptop or desktop with updated browser and antivirus.
• Quiet and distraction-free work environment.

What's on Offer?

• Work alongside & learn from best in class talent
• Flexible working options