JOB SUMMARY:
The job holder is responsible for handling customer communication, resolving customer issues, and administering customers’ accounts. S/he will work within the Customer Services Team to provide support, improve customer experience, document, and track user-reported issues, and improve general user experience.

ROLES & RESPONSIBILITIES:
1.1. Respond promptly and professionally to customer inquiries via phone, live chat, and email.
1.2. Respond to issues and questions related to company services.
1.3. Escalate unresolved problems in accordance with established policy procedures and protocols.
1.4. Work proactively to improve customer satisfaction and resolve issues promptly.
1.5. Monitor customer activity and assist in the identification of fraudulent activities or abuse.
1.6. Maintain professionalism and adhere to company standards during all interactions.
1.7. Monitor website availability and functionality and alert concerned parties when performance or accessibility is affected in any way.
1.8. Help customers understand the website’s products/services.
1.9. Keep customers constantly informed about and interested in our online sportsbook, casino & virtual games products, and relevant bonuses/promotions that may be of interest.

JOB REQUIREMENTS:
2. Education: Bachelor’s degree in Business Administration or equivalent.

3. Experience: 0 to 2 years of experience in customer service. Experience in a digital environment (chats, emails, etc.) is a plus.

4. Working Conditions:
4.1. Location: Dbayeh.
4.2. Split shift schedule (AM/PM), including weekends and holidays (adjusted based on traffic and business requirements).

5. Technical Competencies:
5.1. Proficiency in English and French.
5.2. Basic Microsoft Office skills including knowledge of Word and Excel.
5.3. Good computer literacy and fast typing.

6. Behavioral Competencies:
6.1. Interpersonal Skills
6.2. Attention to Detail Skills
6.3. Creative Problem-Solving Skills
6.4. Client Service Skills
6.5. Punctuality