Job Description

At FlowPlay, we're expanding our horizons in the exciting world of iGaming, offering a unique blend of real money and social casino gaming experiences. We're seeking several Customer Service Agents for Real Money Gaming to join our dynamic team and help deliver world-class experiences to our valued customers.

In this critical role, you'll be the frontline ambassador of our commitment to exceptional customer service. Whether assisting with account sign-ups or resolving in-game issues, you'll ensure that every customer interaction exceeds expectations. We're looking for individuals who are passionate about helping others, thrive on problem-solving, and find satisfaction in creating positive outcomes for our players. We are seeking 1-2 people who are fluent in both Mandarin and English to join the team. 

The ideal candidate will excel in a fast-paced environment, bringing enthusiasm and dedication to every customer interaction ,and be comfortable engaging in conversation with customers in both Mandarin and English. Your success will be measured not just in resolved tickets, but in the number of happy customers you create along the way. 

This is a remote position open to candidates in any U.S. state. Due to gaming licensing regulations, we are unable to consider international applicants at this time.

Key Responsibilities

• Deliver exceptional customer service by providing accurate product and service information, resolving issues, and offering guidance on promotions and bonuses
• Assist with customer calls for all Mandarin speaking customers
• Partner with cross-functional departments (retail, marketing, tech, etc.) to effectively resolve customer concerns and ensure a seamless customer experience
• Consistently meet or exceed agreed-upon KPIs and performance targets
• Engage in continuous learning through hands-on training with fellow agents, leads, and management to enhance skills and knowledge
• Clearly explain the terms, conditions, promotions, and bonusing of the casino gaming site to customers
• Provide comprehensive information to customers regarding their account and transactions
• Evaluate accounts to identify potential AML/Fraud violations based on deposit, withdrawal, and play transactions
• Recognize problem gambling signs and assist customers by providing information and resources to get them the necessary support
• Maintain accurate customer records by updating account information as needed
• Process customer adjustments to maintain precise financial accounts
• Recommend potential products or services to management based on customer information and needs analysis
• Prepare product or service reports by collecting and analyzing relevant customer data
• Contribute to overall team success by accomplishing related tasks as assigned

Required Skills and Competencies

• Previous experience in a high-volume, fast-paced call center strongly preferred
• Fluency in both Mandarin and English
• Excellent verbal and written communication skills
• Strong multitasking and prioritization abilities
• Calm and patient demeanor when handling complaints and difficult situations
• Commitment to high standards, initiative, proactivity, and professionalism
• Ability to type and communicate on the phone for extended periods

Other Requirements

• Must be 21 years of age or older
• Ability to successfully complete a background check, drug screen, and obtain necessary gaming licenses
• Successfully complete required jurisdictional training
• Must have high speed internet access in your remote work location
• Availability to work nights, holidays, and weekends as required

Join the FlowPlay team!

At FlowPlay, we pride ourselves on being a company that we all love working for. We are regularly featured among the 20 best places to work in Seattle (according to Seattle Business Magazine), and our average tenure in the company is almost 8 years. Despite delivering large and successful games with global reach, we have a small team culture where each colleague's impact can be felt. In surveys, our employees report high satisfaction rates and say that they enjoy getting to know and work with each other and value working on games that bring people joy. 

We offer:

• Fully-paid medical (PPO), dental, and vision plans
• A 401k plan with company matching 
• Long-term disability
• Life insurance
• FSA plan for Medical and Dependent Care

Compensation will be a range of $16-20 per hour, depending on experience and shift worked (overnight shifts will be compensated at a higher rate).

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