Customer Support Agent

As a Customer Support Agent at Blaze, you will be responsible for answering incoming requests through live chat and email, identifying customer needs, and providing satisfactory solutions. Your role involves engaging with customers, managing a high volume of inquiries daily, and fostering positive relationships by going above and beyond in customer service. Collaborative efforts with fellow CSRs and various departments will help ensure that all customer concerns are addressed appropriately.

To qualify for the Customer Support Agent position at Blaze, you should be fluent in Portuguese and have strong English communication skills. Proficiency in typing (at least 25 WPM) and excellent computer navigation skills are essential. Candidates should demonstrate adaptability to different customer personalities and possess exceptional interpersonal and problem-solving abilities. A willingness to work flexible shifts in our 24/7 operational environment is also required.

Yes, the Customer Support Agent position at Blaze is fully remote. We embrace the benefits of remote work, allowing you to maintain a healthy work-life balance while providing outstanding service to our players from the comfort of your home.

At Blaze, we prioritize the success of our Customer Support Agents through comprehensive training programs. You will receive in-depth knowledge of our products and the platform, ensuring you are well-prepared to address customer queries. Ongoing support from team leaders and fellow CSRs will help you develop your skills in a nurturing environment, fostering personal growth and career advancement.

Customer Support Agents at Blaze have flexible working hours, with a required commitment of 44-48 hours per week, covering a 24/7 operation schedule. Your shifts may vary, providing opportunities for a work-life balance while accommodating the needs of our players across different time zones.

When faced with difficult customers, it’s essential to remain calm and empathetic. Acknowledge their concerns and listen actively to understand the situation fully. Use your problem-solving skills to deliver appropriate solutions and reassure them that their satisfaction is your priority.

Sharing a specific example demonstrates your commitment to customer service. Discuss how you identified a customer's unique needs, took the initiative to provide personalized assistance, and the positive impact it had on the customer's experience.

Effective multitasking requires prioritization and organization. I typically assess the urgency of each request and use tools to track outstanding inquiries, ensuring no customer feels neglected while providing timely assistance to all.

I would dedicate time to study the product catalog, familiarize myself with frequently asked questions, and take part in any training sessions. Engaging with fellow team members, who may have insights, can also enhance my understanding and customer support capabilities.

I am drawn to Blaze because of its innovative approach to the iGaming industry and its commitment to customer satisfaction. I believe my skills align with the company's values, and I am eager to contribute to a team that shares my passion for providing exceptional service in a dynamic environment.

Excellent customer service is rooted in active listening, empathy, and effective communication. It’s about understanding customer needs, providing timely solutions, and creating a positive experience that builds long-term relationships.

I stay motivated by setting personal goals and focusing on the positive impact of my work. Celebrating team achievements and engaging with my colleagues fosters a sense of camaraderie that keeps me energized and committed to our customers.

I have experience with various customer support software and ticketing systems that facilitate tracking and managing inquiries. I am adaptable and open to learning new tools that Blaze may use to improve customer service efficiency.

Handling high volumes is manageable through effective time management and prioritization. I focus on efficient problem-solving while maintaining a calm demeanor to ensure every customer feels valued and respected throughout their experience.

Improving customer satisfaction starts with actively seeking feedback, analyzing trends, and implementing changes based on insights. Establishing clear communication with customers and addressing their needs promptly is crucial in building loyalty and trust.