BG Associate - Operations Support with Portuguese and English
Sporty Group
Customer Service & Support
Entertainment, Events & Sport
₵
Confidential
New
3 weeks ago
Job Summary
Our talented Customer Success Team is responsible for all initial touch interaction with our Customers, educating them on our Sporty products and how they can make the Customer journey most rewarding. We have fostered a healthy, positive and collaborative remote environment for our CS Team and are looking for bright individuals to join them for a rewarding career. We are passionate about caring for our Customers, encouraging excellent communication skills and resolving issues with logical reasoning. We ensure we are up to date with our latest product developments in the Sporty ecosystem so we are able to offer the best experience.
- Minimum Qualification:Degree
- Experience Level:Entry level
- Experience Length:1 year
Job Description/Requirements
Responsibilities:
- Handling day to day backend operations including query resolution, content management and escalations;
- Monitoring and managing Customer Service operations;
- Analyze Customer Service processes and help identify areas of performance or process improvements;
- Handling level 2/3 escalations providing support to our Customer Service team by analyzing data and customer history;
- Escalations to Technology team, Trading and Payment providers as required;
- To reconcile online payment transactions and monitor the success rate from downstream service providers;
- To check potential fraud activities to mitigate the risk in online transactions, and escalate issue promptly if needed;
- To execute daily & monthly payment review and provide reports if needed;
- Website content management including banners and comments filtering;
- Handle customer queries Social Media, Web Chat, E-mail and Calls.
Requirements:
- Native/Fluent Portuguese speaker;
- Fluent in written and spoken English;
- Strong Excel/Google Spreadsheet skills;
- 1+ years of general experience in E- Commerce or related online company;
- 1+ years of 2nd Line Support or Payment/Tech specialist in gaming and an interest in sports is preferred;
- Working knowledge of database architecture and management (preferably MySQL and Oracle) is a plus;
- Detail-oriented;
- Analytics-driven;
- Should be able to work on flexible shifts.
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