Customer Support Agent

hace 1 semana

Madrid, Madrid, España Dice Partners A tiempo completo 170.000 € - 250.000 € al año

Job Title: Customer Support Agent

Location: Madrid, Spain

Department: Customer Support

Employment Type: Full-time, On-site

Job Summary:

We are seeking a dedicated and customer-focused Customer Support Agent to join our iGaming operations team. The ideal candidate will have strong communication skills, excellent attention to detail, and a passion for providing exceptional service. You will be responsible for supporting our players across multiple channels, ensuring all interactions are handled professionally, efficiently, and in full compliance with company policies.

This is a full-time, on-site position that requires working in 8-hour rotating shifts (24/7 coverage), including evenings, weekends, and holidays on a rotation basis.

Key Responsibilities:

  • Handle live chats and email inquiries with professionalism, accuracy, and a customer-first attitude.
  • Verify KYC documents, confirm withdrawal eligibility, and activate or suspend accounts when necessary.
  • Review and monitor deposits and withdrawals to ensure full compliance with company policies, including actions in Praxis (e.g., whitelisting, blacklisting, or contacting payment processors when required).
  • Assist clients with issues related to payments, transactions, games, bets, and bonuses - including explaining bonus terms and system-applied bonuses.
  • Manage VIP clients by addressing their concerns, explaining platform policies, and providing personalized, high-quality support.
  • Handle complaints and escalate technical or complex cases to the appropriate departments (Technical, Game, Bonus, or Administration).
  • Process requests to adjust payment limits in collaboration with management.
  • Provide empathetic support to clients experiencing losses, maintaining a professional approach.

Requirements:

  • Native or near-native level of German – Mandatory.
  • Advanced level of English (both written and spoken) – Mandatory.
  • Previous experience in customer support, preferably within iGaming, Casino, or Sportsbook environments (is a plus).
  • Strong multitasking abilities and attention to detail.
  • Knowledge of KYC processes, payment systems, and CRM tools (experience with Praxis is a plus).
  • High level of professionalism, empathy, and integrity.
  • Ability to work effectively in 8-hour rotating shifts (24/7), including nights, weekends, and holidays.

What We Offer:

  • Competitive salary with performance-based incentives.
  • Opportunity to join a growing international iGaming company.
  • Dynamic and multicultural team environment.
  • Career development opportunities.

Job Type: Full-time

Pay: 17,000.00€ - 25,000.00€ per year

Work Location: In person

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