Junior Customer Support Agent

About Ludicrum

Ludicrum is at the forefront of the iGaming industry, where creativity meets cutting-edge technology to deliver unparalleled gaming experiences. Our global team of over 250 professionals, spanning marketing, product development, customer support, and financial reporting, is dedicated to revolutionizing the game. We are driven by a vision to build ultra-intuitive and engaging platforms that fuel growth through strategic partnerships and market expansion.

Our core values – transparency, goal-focused execution, adaptability, and Kaizen (continuous improvement) – are the pillars of our dynamic and collaborative culture, fostering fast career growth for all our team members.

The Role: Junior Customer Support Agent

Are you passionate about providing excellent customer service and hold a keen interest in the iGaming sector? Ludicrum is actively seeking a dynamic Junior Customer Support Agent to join our expanding Customer Support team. In this pivotal role, you will serve as the initial point of contact for our players, delivering outstanding support and ensuring a smooth, enjoyable gaming experience.

Key Responsibilities & Impact

• Customer Interaction: Promptly respond to customer inquiries via chat and email, providing comprehensive assistance with promotions, bonuses, and payment processing. You will troubleshoot and escalate issues related to live casino, slots, and sportsbook as necessary, while adeptly managing customer disputes and reporting any suspicious activities. A primary focus will be on cultivating strong customer relationships to elevate satisfaction and loyalty.
• Problem Resolution: Deliver accurate, efficient, and effective solutions to all customer concerns.
• Record Keeping: Meticulously maintain detailed records of customer interactions and diligently document recurring issues for analysis and improvement.
• Stay Informed: Remain continuously updated on new company procedures, game releases, and promotional offers. Active participation in training sessions and team meetings is essential to stay well-informed.
• Collaboration: Collaborate closely with other departments to swiftly resolve player issues and continuously enhance the overall customer experience.
• Feedback Contribution: Actively share valuable insights and observations in team meetings to contribute to the refinement and enhancement of customer satisfaction strategies.

Team and Work Structure

You will join a friendly and efficient team comprised of Junior Agents, Senior Agents, and Shift Leaders, ensuring a supportive and positive work environment. The role involves working across three rotating shifts – Morning, Mid-shift, and Afternoon – offering variety and flexibility. You will enjoy a balanced work-life schedule with 5 working days per week, including weekends, and two dedicated days off. As a Junior Agent, you'll start with a manageable chat limit of 6, gradually progressing to 8 as you advance to a Senior Agent position. Ludicrum is committed to your professional development, offering continuous training and growth opportunities designed to facilitate your advancement to a Senior Agent role within 6 months, based on performance, which also brings enhanced perks.

Competencies

• Communication Skills: Possess excellent verbal and written communication skills to interact effectively with a diverse customer base and colleagues.
• Problem Solving: Demonstrate strong analytical and problem-solving capabilities to address customer issues efficiently and innovatively.
• Empathy and Resilience: Exhibit empathy and compassion towards customer concerns, coupled with the ability to remain calm and professional under pressure, effectively managing challenging situations with composure.
• Attention to Detail: Display meticulous attention to detail to ensure accuracy in customer records and comprehensive resolution of inquiries.
• Adaptability: Show flexibility and a strong willingness to learn, adapting quickly to evolving procedures and customer needs within the dynamic iGaming industry.
• Teamwork: Possess strong teamwork skills, collaborating effectively with cross-functional teams to deliver seamless customer service.
• Time Management: Demonstrate excellent organizational skills and the ability to prioritize tasks efficiently in a fast-paced environment, ensuring timely responses and resolutions.

Requirements

• Spoken and written fluency in English, Bahasa Malaysian, and Mandarin is mandatory.
• High school diploma or equivalent.
• At least 1 year of experience in customer service or a related field, such as sales.
• Proficiency with customer service software and tools such as Slack, Discord, Intercom, LiveChat, Deputy, etc.
• A genuine interest in iGaming. Previous experience in this industry is beneficial.

Why You’ll Love Working Here

• Flexible and Remote Working: Enjoy the freedom of working from anywhere, supporting your optimal work-life balance.
• Career Growth: We are deeply committed to your development, offering robust training programs and clear advancement opportunities.
• Performance Bonuses: Benefit from bonuses tied to both company and individual performance.
• Extra Paid Annual Leave: Receive 22 days of vacation, with an additional day added for each year of employment, up to a maximum of 26 days.
• Special Birthday Perk: Celebrate your birthday with an extra day off after a year of employment!

Ludicrum offers more than just a job; it’s an opportunity to be part of something significant. Apply today by submitting your resume in English and join us in crafting unforgettable experiences. We eagerly await your application!

Key skills/competency

• Customer Service
• iGaming Industry
• Multilingual Communication
• Problem Solving
• Empathy
• Attention to Detail
• Adaptability
• Team Collaboration
• Time Management
• Troubleshooting