Сustomer Support and Payment agent

About the company:

Softermii (https://www.softermii.com/) is an outsourcing/outstaffing company with more than 8 years of experience in web and mobile application development with a team of more than 120 specialists from 6 countries.

We have withstood multiple challenges, such as COVID-19 pandemic and war aggression against Ukraine, we have secured sustainable development processes, saved all our projects and jobs. Even more – we’re constantly growing.     

 

Every day we add new project to our portfolio in the following areas of expertise:

• Healthcare
• Real estate
• Livestream E-commerce
• Fintech (WealthTech, Capital Trading)
• Real Time Communications (RTC)

 

In addition, we develop 2 of our own solutions that help our customers get faster applications for video or audio calls (https://www.softermii.com/solutions/vidrtc) or an application for real estate with 3D visualization

(https://www.softermii.com/solutions/apartmii)

 

Company’s mission:

Softermii: Succeed Without (L) imitations

We will turn any idea into a valuable product.

 

Our plans as a company:

We want to move from a regular outsourcing business to an ecosystem of outsourcing, education and product development companies.

 

💥About the Product:

 

Milliorize provides end-to-end platforms and services for the iGaming industry. Our focus is delivering Social Casinos with superior player experiences using gamification, customisation, and cutting-edge tech. Our solutions cater to the specific needs of any iGaming operator, creating an engaging environment for players. We are passionate about the future of iGaming and take pride in providing a competitive edge to our players.

 

💥About the Role

We are looking for a Customer Support Agent to join our SweepLuxe team, specializing in customer support, risk, fraud, and payments. This role focuses on assisting players, resolving inquiries, managing payments, and ensuring a seamless gaming experience. If you have iGaming customer support experience, strong problem-solving skills, and a proactive mindset, we’d love to hear from you!

 

👨🏻‍💻Responsibilities

 

-Provide daily support to the players via chat, e-mails and phone.

-Troubleshoot players' issues and work closely with the internal team to resolve any problems.

-Deliver accurate information about products and services.

-Collaborate with other teams to provide promotional offers and inform players about new game features and events.

-Follow up and ensure a high level of customer satisfaction.

-Document all customer interactions thoroughly in the internal system.

-Act as a voice of our players, collecting their feedback and communicating it to the relevant department for continuous product improvement.

-Assisting with customer onboarding process / Requesting and checking customers KYC documents.

-Process customer payments, along with any issues that arise from the transactions.

-Conducting customer profile research ( bonuses, deposits, transactions, betting, wagering).

✨Requirements

 

-2+ years of Customer support and payment experience in iGaming.

-Proven experience in customer support in Igaming.

-Experience working with tools like Talktwo and Sumsub.

-Experience working with customer payments requests.

-Experience working with payment tools, such as PIQ and payment providers, will be considered an asset.

-Fluent in English.

⚡️Nice to have:

 

-Experience working in Malta or Cyprus.

-Knowledge of risk and fraud prevention processes.

 

💫Who will you have the opportunity to meet during the hiring process (stages): HR interview, Tech Interview, Management interview

 

🌟Why Join Us?

• Be a part of a collaborative and innovative team.
• Work on impactful projects with a global reach.
• Opportunity to take ownership and implement your ideas to drive real results.

What we can offer you:

1. We have stable and highly-functioning processes – everyone has their own role and clear responsibilities, so decisions are made quickly and without unnecessary approvals. 
2. You will have enough independence to make decisions that can affect not only the project but also the work of the company.
3. We are a team of like-minded experts who create interesting products during working hours, and enjoy spending free time together.
4. Do you like to learn something new in your profession or do you want to improve your English? We will be happy to pay 50% of the cost of courses/conferences/speaking clubs.
5. Do you want an individual development plan? We will form one especially for you + you can count on mentoring from our seniors and leaders.
6. Do you have a friend who is currently looking for new job opportunities? Recommend them to us and get a bonus.
7. And what if you want to relax? Then we have 21 working days off.
8. What if you are feeling bad? You can take 5 sick leaves a year.
9. Do you want to volunteer? We will add you to a chat, where we can get a bulletproof vest, buy a pickup truck or send children's drawings to the front.
10. And we have the most empathetic HRs (who also volunteers!). So we are ready to support your well-being in various ways.

 

A little more information that you may find useful:

• our adaptation period lasts 3 months, this period of time is enough for us to understand each other better;
• there is a performance review after each year of our collaboration where we use a skills map to track your growth;
• we really have no boundaries in the truest sense of the word – we have flexible working day, remote or office is up to you.

 

Of course, we have a referral bonus system. So if you have a friend who likes our job opening, you can give us their telegram contact, and we in turn will thank you with a bonus if we start working with them!