About the role:

As a German iGaming Customer Support Agent at Gepard Media, you will be an essential part of the customer-focused team. You will engage with the customers, address their concerns via live chat or email, and provide professional and friendly assistance, ensuring that they remain the top priority. If you’re ambitious, want to learn about a new industry and acquire new skills we will provide comprehensive training during the onboarding process- we’re waiting for you!

Please kindly note that your work schedule will involve working in shifts, 3pm to 11pm (GMT+3).

Your main responsibilities will be:

• Listen and respond to the customers’ needs and concerns, offering professional, friendly support at all times.
• Provide support to customers across multiple brands and gaming verticals via live chat and email, managing an average of 100 cases per shift.
  
• Work collaboratively with internal and external teams to resolve customer’s issues and meet their needs effectively.
• Contribute innovative ideas and provide constructive feedback to improve our processes and enhance the customer experience.
  
  What we expect from you:
  
  
  •  Excellent German and English, both written and verbal
  •  A deep commitment to understanding and addressing customer’s needs, ensuring their satisfaction.
  • Proficiency in identifying issues, troubleshooting problems, and providing prompt solutions.
  • The ability to remain patient, empathetic, and understanding when dealing with customer concerns and challenges.
  • The skill to efficiently handle multiple customer inquiries and tasks simultaneously
  • Collaboration and coordination with team members to ensure a seamless customer support experience.
  • Capability to handle customer disputes and conflicts professionally and effectively.
    
    Additional skills you might have:
    
    
    • Online casino or sportsbook knowledge is a plus
      
    • Freshdesk, Zendesk, or LiveChat experience
    What we offer:
    
    
    • A competitive salary complemented by monthly performance-based bonus (after probation)
    • 4 weeks of comprehensive training with ongoing focus and assistance
    • A startup atmosphere with minimal bureaucracy
      
    • Hybrid or fully remote work
      
    • Opportunities for career advancement
      
    • A diverse and inclusive workplace
    • 28 calendar days of annual leave
    • Sports compensation via Stebby (if based in Estonia)
    • Complimentary company merchandise