Оператор кол-центру

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;