Customer Service Representative

Company: Sea GameX, Singapore Established: Aug 2024

Mode: Work from Office

Process: Chat Process

Shift: 9 Hrs. including 1 Hr. Break

Shift Type and week off: Rotational

Shift Timings:

Morning- 6 AM-3PM

Afternoon-2PM-11PM

Night-10PM-7AM

Working: 6 Days

Job Title: Customer Service Representative

Job Responsibilities:

• Provide real-time support to players via live chat, and ticketing systems
• Handle inquiries related to account access, game rules, bonuses, promotions, and platform features
• Support gameplay-related issues, including technical errors and game interruptions
• Assist with payment-related cases such as deposits, withdrawals, and transaction verification
• Investigate and resolve player complaints efficiently while ensuring compliance with company policies
• Monitor and escalate technical or system issues to relevant departments
• Ensure all player interactions are handled within defined SLA and quality standards
• Maintain accurate records of customer interactions in CRM or support systems
• Identify recurring issues and report them to improve product and service quality
• Enforce responsible gaming policies and support fraud prevention procedures when required
• Maintain a professional, calm, and player-focused attitude in high-pressure situations
• Participate in shift rotations, including nights, weekends, and holidays if required

Requirements

Education & Experience

• College or University degree preferred
• Prior experience in Customer Service, iGaming Support, or Call Centre is an advantage
• Experience in Live Casino, Slot games, or gambling platforms is highly preferred

Skills & Competencies

• Excellent written English communication skills (mandatory)
• Strong problem-solving and analytical thinking abilities
• Ability to multitask and handle high-volume chat/ticket environments
• Familiarity with CRM and ticketing systems (e.g., Zendesk, Jira, Freshdesk) is a plus
• Basic understanding of online gaming systems, especially casino products
• Ability to remain calm and professional under pressure
• Strong attention to detail and accuracy

Personal Attributes

• Customer oriented mind-set with strong service attitude
• Fast learner with adaptability to system updates and game changes
• Responsible, disciplined, and reliable
• Team player with strong communication skills
• Willingness to work in a 24/7 shift-based environment