Customer Support Agent

We’re looking for passionate, people-focused individuals with excellent communication skills to join our friendly, fun, and dynamic team at Rhino Entertainment. You'll bring positive energy to every interaction, assisting customers with a variety of queries.

As a Customer Support Agent, you will be reporting directly to the Operations Team Lead. In this role you will play a key role in delivering outstanding service to our customers. You’ll support English-speaking customers via email and live chat, process withdrawals, and ensure a smooth and enjoyable experience throughout their journey with us.
No two days are the same in this role, and that’s exactly what makes it so exciting!

What your role would look like:

• Provide exceptional customer support English, utilizing various communication channels such as email and live chat.
• Communicate directly with other teams and providers to solve customer problems in the most efficient way.
• Provide an enhanced customer experience service by swiftly and safely processing customers' withdrawals.
• Contribute to team effort by achieving personal KPIs to support departmental SLA’s.
• Escalate matters that require further attention from internal teams, ensuring timely resolutions.
• Take ownership of customer cases that cannot be resolved at the point of contact and see them through to full resolution.
• Process KYC and documentation, conduct any enhanced due diligence required.
• Provide insight into current customer feedback and help shape our systems, processes, FAQs, and Knowledgebase within Operations and wider Country Management.
• Be responsible for developing and maintaining a good knowledge of the Company’s products, services, and systems.
• Comply with all the company’s processes, policies, and regulatory requirements.
• Complete all mandatory compliance training assigned to you.
• Any ad/hoc queries required by the business, such as analyzing customer contact trends, patterns, and providing context around these.
• Be a great role model, demonstrate the Rhino Entertainment values consistently encourage a positive, collaborative, professional, and inclusive culture in Operations.
• Always put the player first! Maintain a customer-centric approach by consistently prioritizing the player experience.