About the Role
Pivotage Consulting is seeking a dedicated and experienced Call Center / Live Support Agent to join our client's team in the fast-paced gaming, iGaming, and sports betting industry. In this role, you will be the primary point of contact for players, delivering exceptional service and resolving inquiries efficiently across multiple support channels.
Key Responsibilities- Respond promptly to customer inquiries and resolve complaints via phone, live chat, and email channels.
- Assist players with account registration, deposits, withdrawals, gameplay, and bonus-related inquiries.
- Provide accurate and up-to-date information regarding betting products, odds, bet types, and ongoing promotions.
- Handle multiple concurrent customer interactions while maintaining high standards of service and empathy.
- Escalate complex technical or financial issues to the appropriate internal teams following established procedures.
- Accurately log all customer interactions, feedback, and support activities in the CRM system.
- Minimum of a Bachelor's Degree (BSc) or Higher National Diploma (HND) in any related field.
- At least 3 years of proven customer service or call center experience, specifically within the gaming, iGaming, or sports betting industry.
- Deep understanding of sports betting mechanics, including odds calculations, bet types, and payment transactions.
- Exceptional verbal and written communication skills in English; fluency in Pidgin is a strong added advantage.
- Strong computer literacy, accurate typing speed, and the ability to multitask effectively.
- Outstanding problem-solving abilities and a passion for delivering customer satisfaction.
- Competitive salary package with performance incentives.
- Comprehensive health insurance coverage.
- Opportunities for professional growth and career advancement within a leading outsourcing firm.
- A vibrant, collaborative, and supportive work environment.