Customer Support Specialist (Tier 1-2) at Turbham Limited

Job Description:

We are seeking a highly skilled and experienced Customer Support Specialist to join our on-site team. In this role, you will provide exceptional support to our users via chat, email, and phone, focusing on delivering a seamless experience on our gaming and casino platforms. Your expertise in KYC (Know Your Customer) procedures and customer compliance will be crucial in maintaining the integrity and security of our platform.

Key Responsibilities:

• Customer Support: Offer prompt, professional, and effective assistance to customers through chat, email, and phone. Address inquiries related to account issues, gameplay, deposits, withdrawals, and general platform navigation, ensuring a positive user experience.
• KYC & Compliance: Execute and verify KYC processes, ensuring customer documentation is thoroughly reviewed and complies with regulatory standards. Assist customers in understanding and completing necessary verification steps, and ensure adherence to all compliance requirements.
• Platform Expertise: Utilize your deep understanding of gaming and casino platforms, including account management and support processes, to troubleshoot and resolve customer issues. Leverage the support reference database to provide accurate solutions and escalate complex cases to higher support tiers when necessary.
• Documentation & Reporting: Maintain detailed records of all customer interactions and KYC verifications in our support system. Ensure that all documentation meets compliance standards and is readily available for audits and follow-ups.
• Knowledge Base Management: Stay updated with the latest developments in our platform, support processes, and KYC regulations. Actively contribute to the enhancement of our support knowledge base by providing insights and updates based on your experiences.

Requirements:

Experience:

• Proven experience in a customer support role, preferably within the online gambling or gaming industry.
• Prior experience with KYC procedures, customer compliance, or related regulatory processes is highly desirable.

Skills:

• Excellent communication skills, both written and verbal, with a strong focus on customer satisfaction.
• Proficient in using customer support tools, CRM systems, and documentation software.
• Strong problem-solving abilities and a customer-first mindset.
• Ability to manage multiple tasks, prioritize effectively, and work efficiently in a fast-paced environment.

Technical Knowledge: In-depth understanding of online gaming and casino platforms, including gameplay mechanics, account management, and customer support protocols. Familiarity with KYC certification and customer compliance processes is essential.

Certification: Relevant certifications in KYC, customer compliance, or customer support will be considered an advantage.