October 9, 2024

B2Spin

San José

OTHER

Customer Support Agent

B2Spin is a rapidly growing team of company builders on a mission to bring life-changing moments of joy to our customers. B2Spin is headquartered in Gibraltar, the British Overseas Territory at the southern tip of Europe and we recruit the best talent globally, regardless of location.
To be successful in this role, you should be an excellent communicator who's able to earn our customer trust and go above and beyond to offer the best solution. You will be part of the Customer Support Team and will be required to deal with customers contact via – email, live chat and phone calls. We are offering support 24/7 and the successful candidate will work on a weekly rotation – including weekends and public holidays.
If you enjoy working in a fast paced, rapidly growing business and delighting customers, you'll fit in perfectly.
Areas of Responsibility

Serves customers by providing product and service information and resolving product and service problems.
Maintains customer records by updating account information.
Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem.
Recommends potential products or services to management by collecting customer information and analyzing customer needs.
Contributes to team effort by accomplishing related results as needed.
Meet personal/customer service team targets.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Keep records of customer interactions, process customer accounts and file documents.
Follow communication procedures, guidelines and policies.
Take the extra mile to engage customers.

What we are looking for...

Minimum of 2+ years experience in a Customer Service role.
Bachelor's degree in any course or at least 2 years in college.
Previous experience working in the online Gambling/Gaming industry.
Strong contact handling skills and active listening.
Familiarity with Zendesk and highly IT literate.
Customer orientation and ability to adapt/respond to different types of characters.
Excellent communication and presentation skills, excellent written and spoken English is a must.
Ability to multi-task, prioritize, and manage time effectively without micro-management.

Important Requirements

Willingness to work outside on a shifting schedule/weekend/holidays
You will need your own office set up with a self-provided laptop or PC, headset and a reliable internet connection with the below requirements:
PC – Intel i5 4th Gen (or higher) – self provided
Minimum OS Version: Windows 10 or higher
Internet browser (preferably Chrome – but can use Edge, Firefox, etc.)
Minimum RAM: 8 GB
Minimum HDD Space: 1 GB
Headset: USB Headset (noise-canceling)
Web Camera (for team meetings)
Internet: Ethernet/Hardline Connection, speed minimum of 10Mbps Upload & Download Internet speed is required.
Backup Internet provider