Customer Success Specialist (Morning Schedule)

Accountabilities:

Provide high-quality, personalized support to customers within the bronze VIP segment, ensuring a positive and engaging customer experience.
Handle requests and tasks assigned by the retention team, contributing to customer engagement and long-term loyalty.
Promote customer activities and entertainment opportunities, including tournaments, lotteries, quests, and other interactive experiences.
Conduct interviews with bronze-tier customers to collect feedback, understand their preferences, and identify opportunities to improve their experience.
Increase customer satisfaction through proactive communication, tailored assistance, and effective relationship management.
Identify opportunities to convert bronze-tier customers into higher-level VIP segments by understanding their needs and presenting relevant services.
Handle customer objections professionally, addressing concerns and highlighting the value and benefits of available products.
Assist customers with verification procedures whenever necessary, ensuring a smooth and efficient process.
Work toward established KPIs and performance targets while maintaining high service quality.
Continuously develop product knowledge and stay informed about existing services, new features, and available customer engagement opportunities.
Maintain effective communication with internal teams to ensure customer needs and requests are addressed promptly.
Follow a stable Monday-to-Friday morning schedule, from 06:30 to 15:30 Kyiv time.
Requirements:
Fluent written and spoken English, with the ability to communicate confidently and professionally with international customers.
Strong communication skills and experience interacting with customers through email and telephone.
Excellent relationship-building abilities, including confidence in handling objections and managing challenging customer conversations.
Ability to engage customers, introduce additional services, and communicate product benefits in an appealing and persuasive manner.
Customer-oriented mindset, with strong empathy and the ability to understand individual preferences and expectations.
Emotional resilience and the ability to remain calm, professional, and solution-focused when handling difficult situations.
Willingness and motivation to learn new tools, technologies, products, and internal processes.
Strong time-management and organizational skills, with the ability to prioritize tasks and consistently meet deadlines.
Results-driven attitude and readiness to work toward measurable KPIs and customer satisfaction targets.
Previous experience in the iGaming industry, in any role, is considered an advantage but is not essential.
Benefits:
Fully remote flexibility: Work from wherever you feel most comfortable and secure, with access to office hubs in Kyiv and Warsaw if preferred.
Work-life balance: Enjoy 20 paid days off per year, public holidays, and paid sick leave.
Comprehensive healthcare: Medical insurance with access to leading healthcare providers.
Mental health support: Coverage for psychological support sessions through the Pleso platform.
Monthly benefits allowance: Access to a Benefit Café budget that you can spend on personal interests, hobbies, sports, and other activities.
Learning and development: Individual learning budgets, corporate English lessons, professional courses, workshops, and access to an online learning library.
Career progression: Clear career development plans supported by regular performance reviews, training, and mentoring programs.
Team culture: Participate in team-building activities, corporate events, workshops, and social initiatives.
Collaborative environment: Work alongside an international team that values openness, teamwork, creativity, and proactive communication.
Modern working practices: Benefit from an environment that encourages autonomy, innovation, automation, and continuous professional growth.
Growth opportunities: Develop your customer success and VIP relationship management skills within a dynamic technology-driven business.