Customer Support Specialist [PT & EN] Vila Nova de Gaia

Customer Support Specialist [PT & EN]
Vila Nova de Gaia
Vila Nova de Gaia, Porto District, Portugal

Welcome to Crunch
Equation, a consulting firm dedicated to empowering businesses with services that drive success and growth. We specialize in customer support, design, marketing, SEO, and more.
We are looking for a Customer Support Specialist with i
Gaming experience, fluent in Portuguese (PT-PT) and English, to provide exceptional assistance to players, resolve inquiries efficiently, and enhance customer satisfaction in the online casino and sports betting space. The ideal candidate has a strong understanding of i
Gaming platforms, player behavior, and responsible gaming practices

Key Responsibilities:
●Provide
- tier customer service via live chat, email, and phone to assist players with inquiries related to accounts, payments, bonuses, technical issues, and game rules.
●Deliver fast, friendly, and accurate responses, ensuring high levels of player satisfaction.
●Assist with responsible gaming requests, including
- exclusions, limits, and compliance with gambling regulations.
●Troubleshoot account verification (KYC), deposit and withdrawal issues, and other technical challenges.
●Work closely with the fraud and risk teams to identify and prevent suspicious activities.
●Guide players on bonus terms, wagering requirements, and promotions.
●Foster a positive gaming experience by proactively engaging with players.
●Escalate unresolved issues to internal teams while ensuring timely
- ups.
●Gather player feedback to improve support processes and platform functionality.
●Maintain detailed support logs and player interactions in the CRM system.
●Ensure compliance with i
Gaming regulations, GDPR, and responsible gaming guidelines.
●Work collaboratively with operations, risk, and marketing teams to improve player experience.


Requisitos

●1+ years of experience in customer support, preferably in the i
Gaming, online casino, or sports betting industry.
●Strong knowledge of i
Gaming platforms, player behavior, and gaming regulations.
●Experience with live chat software, CRM systems, and ticketing tools.
●Fluent in Portuguese (PT-PT) and English (both written and spoken).
●Excellent
- solving, communication, and multitasking skills.
●Strong empathy and patience when handling customer inquiries.
●Ability to work independently and as part of a team in a
- paced environment.
●Familiarity with fraud detection, AML, and responsible gaming policies is a plus.


Vantagens

●A collaborative and innovative work environment.
●The opportunity to work with diverse brands across industries.
●Competitive salary and benefits package.
●Ongoing learning and professional development opportunities.

Join Crunch
Equation and be part of a team delivering exceptional player experiences!