Customer Service Representative

Job Requirements: - Bachelor's degree in any field - At least 2-years of experience in a Customer Service role, preferably within BPO or gaming industry. - Excellent communication skills - Strong interpersonal skills and customer-focused mindset. - Proficient in using customer service software, databases, and other relevant technologies - Ability to handle multiple tasks efficiently and work under pressure. - Team player with a professional attitude - Willing to work on shifting schedule, including weekends or holiday (if applicable) - Amenable to work at BGC, from Monday - Saturday Key Responsibilities: Customer Support & Engagement - Provide prompt and professional assistance to customers/players via phone, email, live chat, and other communication channels. - Handle inquiries, complaints, and disputes efficiently, escalating unresolved cases to the appropriate teams. - Promote online gaming services, subscription plans, promotions, and rewards in a clear and persuasive manner. - Achieve or exceed targets for sales, registrations, or customer satisfaction metrics. - Maintain accurate records of customer interactions, feedback, and sales activities in CRM systems. - Gather customer feedback and share insights with relevant departments to improve products, services, and customer experience. Account Management & Verification - Assist customers with account registration, password resets, profile updates, and verification processes. - Monitor accounts for unusual or suspicious activity and report accordingly. - Guide customers through KYC (Know Your Customer) documentation checks and account compliance procedures. - Ensure all account management and verification tasks comply with company policies and regulatory requirements. Payments & Transactions - Process payments, withdrawals, refunds, and chargebacks accurately and within established timelines across multiple payment channels (credit/debit cards, e-wallets, online banking, cryptocurrency, etc.). - Utilize automated systems to verify and reconcile online transactions, monitor exceptions, and escalate irregularities or potential fraud for further review. - Coordinate with banks, payment processors, and e-wallet providers to ensure smooth and efficient payment operations. - Assist customers with payment-related inquiries, educate them on available payment options, and troubleshoot failed or delayed transactions. - Generate and review daily, weekly, and monthly payment reports, ensuring data accuracy and supporting internal and external audits as required. - Identify trends, recommend enhancements, and support continuous improvement initiatives to strengthen payment efficiency, accuracy, automation, and security. Marketing & Promotions - Promote games, subscription plans, and promotional offers to prospective and existing customers. - Explain bonus terms, wagering requirements, and promotional eligibility. - Track leads, conversions, and campaign performance, collaborating with marketing and sales teams for improvement. - Stay updated on new games, promotions, industry trends, and company updates to provide accurate information. Game & Product Support - Provide guidance on gameplay, platform features, and technical troubleshooting. - Address issues related to game performance, latency, or system errors. - Keep customers informed about new game releases, updates, and system enhancements. Compliance & Risk Management (KYC/AML) - Conduct KYC verification, Customer Due Diligence (CDD), and Enhanced Due Diligence (EDD) for high-risk customers. - Screen customers against sanctions lists, PEPs (Politically Exposed Persons), and watchlists. - Monitor accounts for suspicious or unusual activity, escalating potential risks to Compliance or AML Officers. - Ensure adherence to local and international financial regulations, data privacy policies, and company standards. Reporting & Documentation - Maintain accurate records of customer interactions, transactions, and verification processes. - Prepare reports on customer feedback, payment activities, suspicious accounts, or trends for management. - Document leads, campaign performance, and KYC/AML findings for auditing and compliance purposes. Collaboration & Support - Coordinate with Finance, Compliance, Marketing, and Operations teams to resolve issues and improve processes. - Assist in training or mentoring new team members. - Participate in cross-departmental projects, audits, or system rollouts. Other Duties - Perform other responsibilities as assigned by immediate supervisors, management, or department heads.