Customer Service Agent with English (Night Shifts)

We look for candidates who have excellent communication skills, a strong problem-solving ability, and a deep understanding of the Live Studio industry. Attention to detail and the ability to handle stressful situations calmly are also crucial.

New agents undergo a comprehensive training program that covers our live studio games, policies, and procedures. Training includes both classroom-style sessions and hands-on experience with our systems. Additionally, new agents are paired with experienced mentors to ensure they feel confident and supported as they begin handling customer inquiries.

Performance is measured using various metrics such as response time, resolution time, customer satisfaction scores, and the number of cases handled. We also regularly review feedback from customers and conduct internal assessments to ensure high-quality support. We encourage growth within the company, and there are several paths for career advancement. Customer Support Agents can move into senior roles, such as Team Lead or Shift Coordinator, or transition into other departments like Control Room Operation, Risk Analyst, or VIP Support. We also offer regular training sessions and professional development opportunities to help our agents build their skills and advance their careers.

The most common issues include payment inquiries, account verification, technical difficulties with games, and questions about promotions. These are typically resolved by guiding customers through troubleshooting steps, verifying their information, or escalating the issue to a relevant department if needed. We aim to resolve most issues during the first contact to ensure a smooth experience for our players.