Customer Service Agent at Rokker

RokkerX is a managed services provider that is all about bringing together top-notch teams in key spots around the world to help grow businesses in the iGaming industry.  We value different cultures, take good care of our team, and make sure everyone has a great place to work together. In simple terms, RokkerX wants to help people and businesses everywhere reach their full potential by creating a supportive and dynamic global community. 

The Opportunity: 

Join our team as a Customer Service Agent and be at the forefront of our new operations in São Paulo, Brazil. This is a unique opportunity to help build a high-performing Customer Support team serving players from our North American client. You’ll make a real impact every day, using your support skills and bilingual communication to ensure exceptional player experiences, while developing your career in a fast-growing, dynamic, and collaborative environment. 

Role Overview:

As a Customer Service Agent, you will be on the front line assisting players via chat, email, and phone, ensuring smooth experiences across account issues, payments, promotions, and technical matters. You’ll represent a leading iGaming brand with professionalism and empathy and play a key role in building customer trust and satisfaction. 

Key Responsibilities 

• Responding to customer inquiries via chat, email, and phone with professionalism and accuracy. 

• Assisting with player onboarding, KYC, and ID verification to ensure compliance and smooth account setup. 

• Managing player accounts, including updates, password resets, and financial transactions such as deposits and withdrawals. 

• Detecting fraudulent activity and providing security guidance to players. 

• Supporting customers with promotions, bonuses, and technical issues related to website and app access. 

• Handling escalations and disputes with a customer-first approach. 

• Collaborating with internal teams to enhance processes and improve overall customer experience. 

• Collaborating with management by providing and receiving feedback on performance, processes, and improvements. 

• Staying up to date on new procedures and policies to ensure accurate and efficient customer interactions. 
  

This Could Be You If You Have: 

• Strong customer-first mindset with a proactive problem-solving attitude. 

• Excellent communication skills, fluent in Portuguese with a good command of English, to effectively engage with customers from different countries. 

• Ability to thrive in a fast-paced, high-pressure environment, staying calm and making quick, accurate decisions. 

• Previous experience in customer support roles. 

• Experience in iGaming or similar industries is a plus. 

• Keen eye for detail with the ability to handle sensitive data securely. 

• Familiarity with sports betting, casino games, and player behavior is advantageous. 

• Positive attitude, contributing to a supportive team environment and ensuring excellent experiences for all stakeholders. 

• Flexibility to work various shifts, including evenings and weekends, to support customers around the clock. 

Why Join Our Team?  

Step into a role that will profoundly impact your career trajectory. Beyond just a job, you'll join forces with a leading team of industry experts - exceptionally skilled professionals who happen to be nice and friendly people as well.   

Apart from this, we offer a compelling package that recognizes and rewards your contribution:  

• Remuneration package that meets the highest industry standards. 
• Paid annual vacation - 30 calendar days per year

• Benefit from a flexible working schedule that fits your lifestyle. 
• Earn an extra 30% for working night shifts. 

Join us to not only advance your career but also to become part of a dynamic team that values growth and excellence.