Overview of the role:

As a Customer Service Agent, you will play a key role in shaping the Betfair International or Betnacional customer experience. You will be part of a dynamic, customer-centric team responsible for handling customer inquiries across multiple channels, including phone, email, live chat, social media, and telephone betting.

What you’ll do:

• Act as a customer champion, responding promptly and accurately to inquiries while delivering exceptional service.
• Handle customer interactions across multiple channels such as phone, email, live chat, social media, and telephone betting.
• Troubleshoot technical issues and ensure complex customer problems are resolved efficiently.
• Build strong and lasting customer relationships through proactive communication and personalized interactions.
• Identify recurring customer issues and escalate them appropriately to improve overall customer experience.
• Continuously contribute to the enhancement of Betfair International’s customer service processes and standards.

What you’ll bring:

• Fluency in Portuguese and English, with excellent written and verbal communication skills.
• Previous experience in customer service, preferably in a fast-paced, multi-channel environment.
• Strong problem-solving skills and the ability to handle challenging situations with professionalism and empathy.
• Comfort using Microsoft Office tools (Word, Excel) and navigating online platforms.
• A genuine interest in sports and gaming products.
• A collaborative mindset, with a proactive “can-do” attitude and willingness to learn.
• Flexibility and adaptability to work dynamic schedules, including evenings, weekends, and potentially nights, based on business needs.

We require a candidate who has achieved or is capable of the following:

• Demonstrated ability to deliver high-quality customer service across multiple communication channels.
• Experience managing customer inquiries with accuracy, efficiency, and attention to detail.
• Ability to troubleshoot issues and follow processes while maintaining a customer-first mindset.
• Strong communication and interpersonal skills.
• Proven ability to work effectively in a team-oriented environment.