[Hiring] Senior Customer Support Agent @Bullfinch Recruitment
Mar 20, 2025 - Bullfinch Recruitment is hiring a remote Senior Customer Support Agent. 💸 Salary: competitive salary. 📍Location: Gibraltar.
Role Description
To be successful in this role, you should be an excellent communicator who can earn our customers' trust and go above and beyond to offer the best solutions. As a Senior Customer Support Agent, you will play a key role in handling customer inquiries via email, live chat, and phone calls. You will also support junior team members, contribute to process improvements, and ensure best practices are followed. Our support team operates 24/7, and the successful candidate will work on a rotating schedule—including weekends and public holidays.
- Serve customers by providing product and service information and resolving issues effectively.
- Maintain customer records by updating account information accurately.
- Resolve product or service problems by clarifying customer complaints, determining root causes, and offering appropriate solutions.
- Recommend potential products or services based on customer interactions and needs analysis.
- Contribute to team success by mentoring junior agents and sharing best practices.
- Meet personal and team-based customer service targets.
- Handle escalated customer complaints, ensuring timely and effective resolution.
- Maintain detailed records of customer interactions, process accounts, and manage relevant documentation.
- Follow established communication procedures, guidelines, and policies.
- Proactively engage with customers to enhance their overall experience.
Qualifications
- Minimum of 2+ years of experience in a customer service role within the online gambling or social casino industry.
- Strong contact handling skills, active listening, and a problem-solving mindset.
- Familiarity with Zendesk and high IT literacy.
- Customer-oriented approach with the ability to adapt/respond to different personality types.
- Excellent communication and presentation skills, with fluency in written and spoken English.
- Proven ability to multi-task, prioritize workload, and manage time effectively in a remote work environment.
- Experience handling escalations and providing guidance to junior support agents is a plus.
Requirements
- Willingness to work flexible hours, including weekends and holidays.
- You will need your own office setup with a self-provided laptop or PC, headset, and a reliable internet connection that meets the following requirements:
- PC: Intel i5 4th Gen (or higher) – self-provided
- OS Version: Windows 10 or higher
- Internet browser: Preferably Chrome (Edge, Firefox also acceptable)
- RAM: Minimum 8 GB
- HDD Space: Minimum 1 GB available
- Headset: USB headset (noise-canceling)
- Web Camera: Required for team meetings
- Internet: Ethernet/hardline connection with a minimum 10Mbps upload & download speed
- Backup internet provider for reliability
Benefits
- Competitive salary
- Flexible and remote work setup
- Training and career development opportunities
- International collaboration with teams worldwide
- Opportunity to grow within a fast-paced and rapidly expanding business
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| 📍 | Be aware of the location restriction for this remote position: Gibraltar |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
competitive salary
|
Remote
Location
Gibraltar
|
|
Job Type
full-time
|
Posted
Mar 20, 2025
|
| 📍 | Be aware of the location restriction for this remote position: Gibraltar |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
