Customer Support Retention Agent

Sofia, Sofia City Province, Bulgaria
BPO - Customer Support

For more than 15 years Easy Consult has been a trusted partner for tailor made HR solutions in various industries. Striving to be a market leader we are always on the look for the latest trends in HR, staying true to our mission of building long lasting relationships with our clients, candidates, and employees.

No matter if it is about recruiting a skilled machine operator, a qualified software developer or an experienced executive our team has been delivering in a time efficient and high quality manner.

On behalf of one of our clients, we are looking for Customer Support Retention Agent to join their team.

What you will be doing:

  • Communicating account and payments statuses, educating members on process, requirements, timeframes, providing guidelines and support, all aiming at bettering UX and increasing casino promoters.
  • Giving a high level of customer experience whilst actively selling casino benefits of MANSION platforms.
  • Engaging in outbound activities with focus on minimizing potential loss of business using all available tools (phone, mail, and chat) in accordance to customer contact preferences, market specifics and account status.
  • Proactive engagement in identified areas of higher complaints rates or potential loss of business.
  • Advising members on available resolution scenarios, through step by step guidance and presentation of payment details specifics.
  • Reporting any identified areas of concern with regards to conversion, revenue and user experience.
  • Engaging in outbound phone activity, supported by online chat efforts and offline player follow up engagement via email and SMS communications.
  • Meeting pre-determined productivity, quality and SLA weekly, monthly and quarterly targets.


  • Fluent level of English both written and spoken
  • Excellent Communication skills
  • Excellent attention to detail
  • Pro-active attitude
  • Excellent analytical skills
  • Problem solving attitude
  • Strong critical thinking
  • Flexibility and multitasking
  • Strong ability to efficiently manage task groups
  • Excellent ability to break down and present complex information

Bonus Points :

  • Previous experience in customer support and customer interaction with online casino clients is an advantage.
  • Experience in conducting reporting and escalations

The company offers:

  • Competitive Salary
  • Bonus or Commission
  • 20 days holidays per year (plus an extra additional day based on longevity)
  • Medical History Disregarded Health Cover, including Dental and Eye cover
  • Life Insurance
  • Other benefits such as Employee Assistance Program, food vouchers and transportation allowance
  • Work from home policy during Covid-19 situation.

If this opportunity sounds appealing and fitting for you and your future career development, don’t hesitate and apply. Send us your CV in English and we will contact the short-listed candidates as soon as possible.

And if this job is not suitable for you, but you know a person who is a perfect match on the requirements listed, please share the link or recommend your friend.

Our services are free of charge for candidates.
All applications will be treated in strict confidentiality. Easy Consult Recruitment and Employment activities are based on a Recruitment license № 2339/ 30.08.2017

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