CS AGENT ES-EN

As part of its sustained growth, Gaming1 is looking for a Customer Service Agent who speaks Spanish and English to join its team in Romania.

The Customer Agent is responsible for the quality of the work performed and organizes its activity efficiently, in order to achieve the objectives of the department; is responsible for managing the customer database in an efficient manner.

Your role

• Respond promptly to customer enquiries across various channels (phone, email, live chat)

• Acknowledge and resolve customer complaints in a professional and empathetic manner

• Troubleshoot common issues related to accounts, deposits/withdrawals, bonuses, and gameplay

• Maintain thorough knowledge of the company's gaming products, promotions, and platform features to answer customer questions accurately

• Guide players through registration, verification (KYC), and responsible gaming procedures

• Keep accurate records of customer interactions, comments, and complaints in the CRM system

• Monitor and meet Service Level Agreements (SLAs) by responding to and resolving customer enquiries within the required timeframes

• Meet key performance indicators (KPIs), including response time, resolution time, ticket quality, customer satisfaction (CSAT), productivity, and other team performance targets

• Identify and escalate potential fraud, underage gambling, or responsible gaming concerns according to internal protocols

• Ensure customer satisfaction through high-quality, professional support at all times

• Collaborate with other departments (Payments, VIP, Compliance) to resolve more complex player issues

• Stay up to date with licensing requirements and internal policies relevant to the gaming/betting sector

Your profile

• Experience in customer service or customer-facing roles, ideally within iGaming, betting, or online entertainment

• Excellent written and oral communication skills in Spanish (native or C1/C2 level)

• Good command of English (advantageous)

• Strong customer orientation with the ability to handle difficult situations calmly and professionally

• Ability to multitask and perform well under pressure in a fast-paced environment

• Strong problem-solving skills and attention to detail

• Comfortable working with CRM tools, ticketing systems, and basic troubleshooting

• Familiarity with gaming regulations, responsible gambling practices, and KYC/AML basics is a plus

• Flexibility regarding working hours (including potential evening/weekend shifts, based on team needs)