Required Skills:
- Possess perfect communication skills;
- High emotional intelligence, empathy and patience when dealing with customers;
- Can and enjoy explaining processes step by step and guiding customers;
- Advanced written and spoken English AND Hindi (minimum B2). Other indian dialects will be a plus; Without Hindi knowledge please don’t apply for position
- Previous experience in customer service in the gaming or iGaming industry (preferred);
- Polished and professional telephone manners;
- Flexible and adaptable;
- Disciplined with a strong work ethic;
- Ability to multi-task;
- Stress-resistant;
- Proven ability to meet and exceed targets.

Responsibilities:
- Communicate with Hindi-speaking customers via calls (primarily), email/SMS — ensuring a smooth, personalized, and engaging user experience. Present relevant bonus offers to increase activity and satisfaction;
- Identify user needs, understand their preferences and guide them toward the most suitable offers or features;
- Check and investigate issues on the platform by simulating user actions or testing scenarios. Report and document any technical problems clearly;
- Maintain a quality control efficiency of at least 80%;
- Achieve a minimum of 120+ calls per shift;
- Monitor key retention metrics (e.g., churn rate, reactivation rate, CLTV) and report on campaign effectiveness;
- Consistently hit and exceed service KPIs — including contact rate, conversion rate, and customer satisfaction;
- Leverage the existing customer base provided by your team leader for effective outreach;
- Establish strong relationships with customers, gaining their trust and confidence through attentive listening and empathetic communication;
- Demonstrate a comprehensive understanding of the company’s products and services, effectively presenting them to customers and highlighting their benefits;
- Address customer objections calmly and persuasively, providing clear and convincing explanations to overcome concerns and secure sales;
- Escalate user issues to the relevant department and coordinate with internal teams to ensure timely resolution;
- Follow up with clients to ensure issues are resolved and promotions are correctly activated or used;
- Share ideas for feature improvements, user experience enhancements, and workaround solutions with internal teams;
- Inform users about new bonuses, games, and promotions — especially those tailored to their interests;
- Gather feedback directly from players and share insights with Product, Sales, and Marketing teams to improve offerings;
- Assist in onboarding and supporting new team members with product and process training;
- Keep clear and accurate records of calls, cases, and work outcomes in Backoffice and internal working files. Other conditions: 9 hours shifts 21 working days of paid vacation in a year; 10 working days of paid sick leave in a year;

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