Customer Support Agent

Position Summary

Patrianna is a rapidly growing product development company headquartered in Gibraltar, working to revolutionize the social casino gaming industry. We prioritize innovation, quality, and customer satisfaction, driven by a team of talented professionals from around the globe. If you're eager to contribute to a dynamic team and grow your skills in an international setting, Patrianna offers an unparalleled opportunity for professional advancement.

The Customer Support Agent is responsible for delivering an outstanding customer experience. This involves engaging with customers through various channels, including email, live chat and social media, to resolve issues, provide personalized assistance, and ensure an outstanding customer experience to both regular and high-value players.

Core Areas of Responsibility

Customer Interaction & Support

• Handle inquiries and complaints from regular and high-value customers via email, live chat and social media
• Provide accurate information about products, services, purchases, redemptions, loyalty rewards, and technical issues
• Deliver personalized assistance based on customer preferences and tailor the support experience accordingly
  
  

Issue Resolution

• Resolve customer issues promptly and professionally to ensure a positive player experience
• Raise escalations from high-value customers to Senior Agent on shift, addressing issues with SA guidance on how to resolve matters
• Provide consistent follow-ups and updates to customers on escalated issues, until full resolution
  
  

Customer Engagement

• Proactively engage with high-value players to enhance satisfaction and identify upselling or cross-selling opportunities
• Foster customer loyalty through tailored support and relationship-building strategies, providing personalised recommendations and solutions
  
  

Collaboration & Communication

• Collaborate cross-functionally with other departments to resolve escalations and improve service delivery
• Communicate customer needs, concerns, and suggestions to Senior Agents for oversight and input
  
  

Performance & Continuous Improvement

• Meet or exceed individual and team KPIs, SLAs, and performance targets
• Participate in ongoing training, development, and knowledge-sharing sessions to enhance skills and knowledge
• Stay informed on industry trends, tools, new technologies and best practices in customer support and high-value customer management
• Provide insights and recommendations to the CS Senior Agent / CS Manager for improving support processes, tools, and workflows related to customer support