Customer Support Specialist (South Korea)

PM GROUP is an international management company headquartered in Cyprus that specializes in strategy and business development services in iGaming.

PM GROUP comprises an ecosystem of partnerships, investing in and developing the best iGaming companies worldwide.

We manage the development and growth of a diverse range of clients within the iGaming sector, encompassing areas of sports betting, gambling, cybersport, fantasy sports, IT platform solutions, and content production worldwide.

We are seeking a Customer Support Specialist with a passion for the I-Gaming industry and native-level proficiency in Korean. The ideal candidate will be responsible for delivering exceptional support to our Korean-speaking players, addressing their questions, and resolving issues to ensure an outstanding gaming experience.

Your main responsibilities will be:

• Provide timely, high-quality customer service via chat, email, and ticketing systems in Korean.
• Assist players with inquiries related to gameplay, account issues, technical support, and payment concerns.
• Troubleshoot and resolve issues in collaboration with cross-functional teams, including product and technical support teams.
• Identify and escalate critical issues to ensure quick resolution.
• Contribute to the creation and improvement of FAQs, support materials, and player guides in Korean.
• Gather and share feedback from players to help improve overall player experience and product development.
• Stay up-to-date with the latest game updates, patches, and events to assist players effectively.
• Maintain a deep understanding of company policies, game mechanics, and support processes.
• Working in shifts schedule.

Essential professional experience:

• Native Korean speaker with excellent written and verbal communication skills.
• Proficiency in English (both written and spoken) for internal communication.
• 1-3 years of experience in customer support, ideally in the igaming industry or a tech-related field.
• Ability to handle a high volume of inquiries while maintaining a positive and empathetic approach.
• Excellent problem-solving skills with attention to detail and a passion for helping others.
• Familiarity with support software and tools (e.g., Zendesk, Freshdesk, etc.) is a plus.

We care about you:

• Vacation: We care about your well-being and offer flexible vacation options tailored to your location.

• Sick Leave Allowance: Your health is our priority. In addition to our standard sick leave allowance, we also offer a flexible sick leave policy without paperwork. 

• Co-Working Compensation: Work flexibly, wherever you choose. We provide a monthly budget for co-working spaces in cities where we don't have a physical location, or the option of a budget for home office expenses twice a year, available from day one.

• Benefits Model: Access our benefit programs to support your work-life balance, effective from day one. You can spend this budget on anything, starting from dental care for yourself to veterinary support for your four-legged friend.

• Game Changer: Access MBA scholarships to enhance your knowledge and register your kids for our internal project, "gENERation", focused on boosting the potential of children within PM Group families.

• Motivation Bonus System: Recognizing your performance is fundamental to our culture. To reward your dedicated work, we have a Motivation Bonus System in place for all our employees.

• Work & Fun Balance: We believe the balance of work and fun is crucial for the well-being of our employees. Corporate events, gifts for your Birthday (Netflix, GoGift, and other certificates), Christmas, and other occasions.

Taking care of our people is an integral part of PM Group shared values, ensuring a supportive and positive workplace culture.