We're looking for passionate, people-focused individuals with excellent communication skills to join our friendly, fun, and dynamic team at Rhino Entertainment. You'll bring positive energy to every interaction, assisting customers with a variety of queries.

As a Customer Support Agent, you will be reporting directly to the Operations Team Lead. In this role you will play a key role in delivering outstanding service to our customers. You'll support English-speaking customers via email and live chat, process withdrawals, and ensure a smooth and enjoyable experience throughout their journey with us.

No two days are the same in this role, and that's exactly what makes it so exciting!

What your role would look like:

Provide exceptional customer support English, utilizing various communication channels such as email and live chat
Communicate directly with other teams and providers to solve customer problems in the most efficient way
Provide an enhanced customer experience service by swiftly and safely processing customers' withdrawals
Contribute to team effort by achieving personal KPIs to support departmental SLA's
Escalate matters that require further attention from internal teams, ensuring timely resolutions
Take ownership of customer cases that cannot be resolved at the point of contact and see them through to full resolution
Process KYC and documentation, conduct any enhanced due diligence required
Provide insight into current customer feedback and help shape our systems, processes, FAQs, and Knowledgebase within Operations and wider Country Management
Be responsible for developing and maintaining a good knowledge of the Company's products, services, and systems
Comply with all the company's processes, policies, and regulatory requirements
Complete all mandatory compliance training assigned to you
Any ad/hoc queries required by the business, such as analyzing customer contact trends, patterns, and providing context around these
Be a great role model, demonstrate the Rhino Entertainment values consistently encourage a positive, collaborative, professional, and inclusive culture in Operations
Always put the player first! Maintain a customer-centric approach by consistently prioritizing the player experience

Requirements

Fluent in written and spoken English
Prior experience in customer facing or a similar role within iGaming will be considered an asset
Analytical and problem-solving skills
Acquires high levels of adaptability and flexibility
Demonstrated ability to work well under pressure and multitask
Strong organizational and time management abilities
Passion for delivering an outstanding customer experience
Collaborative mindset, with the ability to work effectively within teams and across departments
Willingness to work shifts

Benefits

What we offer

Exciting opportunity to play a pivotal part in the growth and development of a rapidly growing industry
Competitive salary with health benefits and health insurance
Attractive bonus packages
Continuous training and development to enhance your knowledge
Career development and growth
Flexible work
Social events
Health allowance
Diversity of roles, projects, and challenges
Excellent team-oriented, fun international work environment

Join us at Rhino Entertainment and unleash your full potential in a vibrant and rewarding career! 🎉

Our Story

Rhino Entertainment Group is a fast-growing online gaming operator that was founded in 2020. Winner of the EGR Rising Operator of the Year Award 2023 and iGaming Idol Employer of The Year Award 2023, The company follows a multi-brand strategy, delivering exceptional gaming experiences through a cutting-edge platform.

Our Culture

We are a community of passionate, committed, driven and fun-loving people who are united by a shared mission to deliver world-class entertainment to our players in a vibrant and dynamic environment. Our culture identity is rooted in our curiosity, our sense of community and unwavering drive for success. We cherish each person's unique qualities and contributions, and we encourage our team members to take ownership, think creatively, find solutions and enjoy the process of achieving our goals!"

DEIB

We are proud to have so many diverse backgrounds, cultures, perspectives, and ideas represented within our Rhino community, which fuels an authentic workplace and a strong sense of belonging. This broad spectrum helps us achieve a supportive working environment where everyone can make the best use of their skills, free from discrimination or harassment. Diversity goes hand in hand with promoting equal opportunities for all current and future employees and at Rhino, we are committed to ensure fairness in our recruitment process.

How We Work

At Rhino, we strongly believe in supporting flexibility and hybrid working arrangements! By blending time at our vibrant offices with the latest technology to facilitate remote work, our approach fosters a balanced, effective, and collaborative environment that empowers our team to achieve their goals.

The role is based in Bitola, North Macedonia.

Customer Support Agent

Job Description