Customer Support Representative

2 weeks ago

Belgrade, Central Serbia Pentasia Full time €25,000 - €40,000 per year

The Payments Support Representative serves as the first point of contact for customers, providing timely and professional assistance in both English and Italian across chat, email, and other communication channels. This role ensures the smooth and accurate processing of customer deposits and withdrawals, proactively resolving payment-related issues to minimize service disruption and enhance the customer experience. Working closely with internal teams, third-party payment providers, and other stakeholders, the Payments Support Representative maintains high service standards, troubleshoots technical challenges, and identifies opportunities to streamline processes. Operating within a 24/7 shift pattern, the role plays a key part in safeguarding payment performance, fostering customer trust, and supporting the company's operational excellence in a fast-paced environment.

Role and Responsibilities:

  • Respond to customer inquiries and requests in a timely and professional manner via chat and email, Phone.
  • Resolve customer issues and complaints, offering solutions and following up to ensure satisfaction
  • Respond to customer inquiries in both English and Italian, with fluency in both languages
  • Keep up-to-date with product information and company policies to accurately assist customers
  • Maintain customer data and communicate effectively with internal teams as needed
  • Continuously strive to improve the customer experience by providing feedback and suggestions for process improvements
  • Monitor customer deposits and withdrawals to ensure uptime, accuracy and speed. Identify, investigate, and resolve payment-related issues, ensuring minimal disruption to customers
  • Collaborate internally and externally to improve deposit and withdrawal experience and performance, troubleshoot technical issues, and suggest improvements to streamline payment processes
  • Liaise with third-party payment processors and service providers to resolve issues, and ensure high deposit and withdrawal acceptance rates

Work experience and skills

  • Excellent communication skills, both written and verbal, in both English and Italian
  • Prior experience in a customer service role (face-to-face, online or phone-based)
  • Critical thinking/problem-solving capabilities
  • Stakeholder management/engagement capabilities
  • Availability to work on a 24/7 rotating roster
  • Ability to work efficiently and effectively in a fast-paced environment
  • Familiarity with online betting industry
  • Previous experience working with Slack, G-Suite

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