Customer Support Agent

David Kennedy Recruitment is working with leading casino & sports betting company that is looking to recruit a Customer Support Agent to join their Bucharest team.

Position: Customer Support Agent

Location: Bucharest, Romania

Work model: Hybrid 3/2,  after the training period 

Employment type: Full-time. 

DUTIES AND RESPONSIBILITIES:

• Provide helpful and thoughtful responses to questions or requests via email or chat, ensuring a positive experience and high satisfaction within the platform.
• Handle the registration, tracking, and resolution of any issues or concerns clients may face while using the platform, ensuring smooth operations.
• Assess whether to resolve inquiries directly or pass them on to the appropriate team for further assistance.
• Meet individual and team performance goals (KPIs) set by management.
• Identify and report technical issues on the game sites, following the proper incident management procedures. 

REQUIREMENTS:

• Native/fluent in English (C1), both oral and written
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficient in writing and comfortable using online communication tools and ticket management systems.
• Good knowledge of IT software such as Word, Excel, and Outlook, along with other online communication platforms.
• Customer-focused, with a friendly, empathetic, and diplomatic approach to resolving issues.
• Previous experience in a contact center or a similar customer support role.
• Adaptable, resourceful, and able to stay calm and focused under pressure.
• Capable of meeting tight deadlines with minimal supervision while maintaining high quality.
• Able to work independently but also collaborate effectively as part of a team.

BENEFITS:

• Excellent remuneration package based on experience, skills and performance
• Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
• A friendly work environment that is adapted to reaching optimal performance
• Working schedule of rotating shifts 24/7 
• The possibility to work remotely (maximum 2 days/week) and to be at least 3 days/week in the offices in Bucharest
• Meal allowance
• Private health insurance