Customer Service Omnichannel Agent (Hybrid)

We are seeking a Multichannel Customer Service Agent to work in an iGaming operation, serving users of online betting platforms, electronic casinos, and related services.

The professional will be responsible for clarifying doubts, solving problems, and guiding customers through telephone, chat, and email in both inbound and outbound modes, ensuring fast, clear, and secure service, being a key player in the customer experience, representing the company with empathy, efficiency, and responsibility in accordance with current rules and regulations.

Main responsibilities:

• Provide support to players via phone, chat, and email, as needed.
• Guide customers on registration, account verification, payment methods, deposits, withdrawals, bonuses, and terms of use.
• Record support requests and calls in internal CRM and helpdesk systems.
• Follow specific scripts and guidelines, prioritizing ethical, objective, and responsible communication.
• Identify attempted fraud or suspicious behavior and forward it to specialized teams.
• Refer complex cases to Risk, Payments, Verification, or Level 2 Support departments.
• Ensure that all interactions respect security, compliance, and responsible gaming policies.

Experience:

• Prior experience in customer service (customer service, support, call center, or digital customer service).
• Good verbal and written communication skills.
• Ability to switch between different service channels.
• Ability to handle a high volume of requests.
• Organization and attention to detail when recording information in systems.
• Availability to work on the schedule defined by operations.

Technical Skills:

• Experience in iGaming, sports betting, online casinos, or high-traffic digital platforms.
• Knowledge of online payment methods, PIX (Brazil's instant payment system), digital wallets, and anti-fraud measures.
• Familiarity with customer service KPIs: Average Handling Time (AHT), Service Level Agreement (SLA), First Call Resolution (FCR), Customer Satisfaction Score (CSAT), Net Promoter Score (NPS).
• Experience with CRM tools, simultaneous chats, or multichannel customer service systems.
• Experience working with Zendesk, Slack, or Google Apps.
• English is not mandatory, but desirable

Behavioral Competencies:

• Empathy: The ability to put oneself in the client's shoes, understanding their emotions and needs.
• Proactivity: Initiative to solve problems and offer efficient solutions.
• Kindness: Always maintaining a respectful and welcoming tone, even in challenging situations.
• Responsibility: Representing Blaze/JonBet with commitment and alignment with the company's values.
• Clear and assertive communication: Transmitting information accurately, adapting the tone to the client's profile and context.
• Organization and attention to detail: Ensuring the accuracy of information and records made during customer service.

Work Location: Hybrid (SP)

Schedule: 5 x 2 (4 days at the office; 1 day work from home)) 

Shift: 24 x 7 (TBD)

Paid annual leave

Meal/Food Voucher:

Health Insurance Plan: