Customer Support - Bingo

About YSI

Yellow Social Interactive is a dynamic and innovative leader in the social gaming industry, dedicated to creating engaging and interactive experiences across various platforms. Our commitment to excellence and creativity sets us apart in the market.

We seek exceptional, talented individuals who aim for excellence. With offices in Gibraltar, Antigua, and bases in Malta and the Philippines, plus a global remote team, we welcome motivated people capable of building and scaling business functions.

Job Purpose

As a Customer Support - Bingo, you will be a crucial member of the Customer Support Team, specialising in the Pulsz Bingo product. Your role is to provide outstanding player support via email and live chat, moderating and interacting in the Bingo Chat Rooms, ensuring every customer interaction reflects our commitment to delivering a vibrant and engaging bingo experience.

This role involves a 24/7 rotational schedule, including weekends and public holidays. If you thrive in a fast-paced environment and enjoy fostering strong player relationships, we’d love to have you on our team.

Areas of Responsibility

• Respond promptly and professionally to player queries through email and live chat, ensuring all interactions reflect our friendly and player-focused brand.
• Provide detailed product and service information, resolving player concerns effectively and proactively.
• Maintain accurate player records by updating account information and documenting interactions.
• Troubleshoot and resolve technical issues or game-related concerns, collaborating with the technical team when necessary.
• Monitor and report any recurring player issues or game-related feedback to management for continuous improvement.
• Meet individual and team performance targets, contributing to the team’s overall success.
• Stay updated on Pulsz Bingo product updates, promotions, and new features to offer top-tier player assistance.
• Identify and understand player concerns through Email and Chat support, delivering clear and accurate solutions while maintaining continuous communication.
• Uphold a proactive approach to identifying trends in player feedback and sharing insights to improve overall service as well as player experience.
• Facilitate and moderate online Bingo Chat Games while maintaining a fun, friendly environment.
• Engage players in the Bingo Chat Rooms, answer questions, and resolve gameplay or technical issues.
• Monitor the Bingo Chat Rooms for inappropriate behavior, enforce guidelines, and address Responsible Play concerns.
• Promote bingo events, share updates, and keep players informed.
• Record and report incidents, and collaborate with other Chat Hosts and management.

Requirements

• Fluency in English.
• Customer support experience, preferably in gaming or online services.
• Strong multitasking, prioritisation, and time-management skills.
• Ability to manage multiple conversations in real time.
• Familiarity with CRM systems and practices.
• Excellent written and verbal communication skills, with an ability to adapt to diverse player personalities.
• Passion for online bingo or social gaming is a strong advantage.
• Awareness of Responsible Play policies and chat moderation standards.
• Team-oriented with attention to detail and professionalism.

Benefits:
• Competitive salary
• Performance Bonus
• Private Health Insurance
• Opportunities for career growth and development.
• Collaborative and dynamic work environment.

Join our team and contribute to creating a vibrant and supportive social gaming community! If you are a proactive and player-focused professional, apply now and be part of our mission to provide exceptional player experiences.