Primary contact for the online players from different countries. This position implements the direct player marketing plans for Castletown Global Services brand of e-gaming products. It is tasked to effectively and efficiently handle all customer queries, issues, complaints and concerns on CGSI products, promotions, services and the customer’s deposits in order to drive increased play.
This is completed by providing excellent level of customer service thru email, on-line chatting and calls. Succeed by ensuring accurate assessment of customer needs and by providing highest level of customer satisfaction by quickly resolving and offering solutions to all player needs.
Roles/Responsibilities:
- Develop a close working relationship with the players
- Receive, assess, troubleshoot and resolve support requests for all online player needs and concerns thru email, chat and calls.
- Manage and track the resolution process for all customer issues, concerns and requests and proactively communicating to the customers of the status update or resolution if queries cannot be resolved on initial interaction.
- Login and classify all calls and requests for assistance
- Filter and escalate inquiries relating to other aspects of the CGSI business and handover to the appropriate department.
- Learn new products & increase one’s knowledge of the e-gaming gambling industry in order to better help the clients.
- Liaise with Affiliate, VIP, Marketing, Production and Accounting Teams to ensure swift resolution of any technical/support concerns and issues.
- Recognize and escalate recurring problems, inferior processes and/or outdated procedures to departments concerned.
- Understand the player and how they view our brands within the industry.
- Understand consumer play habits and drivers that produce incremental play and profitability
- Understand consumer and marketplace dynamics impacting the e-gaming industry
- Help define data requirements necessary and work within the company to build and or to obtain it.
- Communicate key issues and opportunities to management to influence programs and promotions decisions
- Recommend to management how best to allocate resources within the online e-gaming space.
Requirements:
- Candidate must be a graduate of Information Technology, Computer Science, Business Administration, or equivalent; or with at least four (4) years of college education.
- Min 2-3 years experience in handling gaming, technical, or product support agent role
- Min 2 years experience in handling telesales or account management support role
- Min 3 years experience in coaching and analysis for trainer and QA role
- Has excellent communication and interpersonal skills.
- Excellent English writing and speaking skills
- Foreign Language skills in; German, French, Spanish a plus
- Must be flexible, hardworking and willing to work in varying work/shift schedules.
- Must be willing to work in Makati City.