Customer Service Agent

About the role

The Customer Service Agent will be the first point of contact for players, providing high-quality assistance and resolving queries related to online gaming platforms, including account issues, bonuses, deposits/withdrawals, and gameplay inquiries.

Key responsibilities

• Provide real-time support via live chat, email, and occasionally phone in a 24/7 environment.
• Handle queries on registration, KYC, responsible gaming, transactions, game rules, and promotions.
• Guide players through technical troubleshooting and monitor suspicious activity.
• Collaborate with internal departments, maintain accurate interaction records, and meet performance KPIs.

Required profile

• Previous customer support experience, preferably in iGaming or lottery.
• Excellent written and verbal communication in English and Arabic.
• Strong problem‑solving skills, attention to detail, and ability to work under pressure.
• Willingness to work flexible hours, including evenings, weekends, and holidays.

Required skills

• Familiarity with CRM tools, chat platforms, and back‑office systems.
• Tech‑savvy with quick learning ability for multiple systems.