Customer Operations is seeking open-minded, eager-to-learn, and ambitious candidates. Our core values lie in our ethics and approach to building a transparent and cohesive team.
Our strengths lie in our reliability in each other, trust in our dedication to the role, and our communication within the team. Every team member needs to have a voice and be willing to contribute and participate on every level to help elevate the team and company.
Job Summary:
The Customer Support Agent is responsible for providing exceptional customer service and support to resolve player inquiries, issues, and concerns. This role involves effective communication, problem-solving, and a commitment to ensuring a positive customer experience.
About High 5:
Join the leader of the fastest-growing segment of online entertainment – Casino Gaming. Developing for the land-based, online, mobile, and social markets, High 5 has created hundreds of games that are played in 150 countries on six continents. High 5 is actively building out the most entertaining social casino gaming experience on both web and mobile platforms, offering a very dynamic, multi-disciplinary, high-learning environment for you to grow within.
High 5 employs a diverse and eclectic group of talented professionals, from brilliant Mathematicians, Software Engineers and Game Designers who construct the technology platforms, to decision-enabling Data Scientists who aggregate data feeds from around the globe, to universe-expanding Artists whose imaginations allow them to craft intricate new worlds and last but not least, the best Service Professionals who are the frontline connection to our players. Life at High 5 is anything but ordinary. See us at https://www.high5games.com/.
Duties/Responsibilities:
- Respond to customer inquiries via various communication channels (phone, email, chat, or social media).
- Listen attentively to customer concerns and provide accurate and timely responses.
- Maintain a professional and empathetic demeanor when addressing customer issues.
- Analyze customer problems and troubleshoot issues effectively.
- Follow established procedures to resolve customer complaints or escalate complex issues to higher-tier support.
- Collaborate with other teams or departments to find solutions to customer concerns.
- Acquire in-depth knowledge of the company's products or services to provide informed assistance to customers.
- Stay updated on product/service updates, changes, and promotions.
- Maintain detailed records of customer interactions, including complaints, inquiries, and resolutions.
- Assist customers with technical issues related to products or services.
- Provide basic troubleshooting steps or connect customers with technical experts.
- Communicate with customers clearly and effectively, using professional and courteous language.
- Follow up with customers to ensure their issues are fully resolved and their needs are met.
- Gather customer feedback and relay it to relevant teams for product/service improvements.
- Suggest process improvements based on common customer issues or pain points.
- Follow company policies and guidelines for customer support and data protection.
- Ensure compliance with quality standards and performance metrics.
- Manage multiple customer inquiries simultaneously while maintaining quality service.
- Stay informed about industry trends, customer service best practices, and relevant technology/tools.
- In the event it is needed, you may be required to cover for the graveyard shift.
Required Skills/Abilities:
- Excellent interpersonal skills and the ability to remain patient and calm under pressure.
- Problem-solving and critical-thinking abilities.
- Basic computer skills and proficiency in using CRM software and other customer support tools.
- A customer-centric mindset and a commitment to delivering outstanding service.
- Adaptability and willingness to learn and apply new information.
- Previous customer service experience is a plus.
Specialist Skills and Experience Required:
- Trustworthy and a great attitude
- Analytical with an attention to detail
- Responsible and professional
- Flexibility and adaptability
- Work well under stressful circumstances
- Decision making and good communication
- Problem solver with good organizational skills
- Creative thinking
High 5 Games is an equal opportunity employer.