Customer Service Agent

About Momentum Corporate Services

Momentum Corporate Services is a prominent entertainment group located in Abu Dhabi, UAE. Their operations span mobile game development and publishing, virtual reality experiences, iGaming, esports management, and content platform services. They strive to deliver immersive and tailored entertainment that drives innovation within the industry.

Role Overview

The Customer Service Agent serves as the initial contact for players, delivering exceptional support and addressing inquiries related to the online gaming platforms, including account management, bonuses, financial transactions, and gameplay questions. This role is crucial in ensuring excellent customer experiences aligned with company values while keeping players informed and engaged.

Key Responsibilities

• Offer prompt assistance to players through live chat, email, and occasionally phone calls in a dynamic 24/7 setting.
• Manage questions concerning registration, KYC account verification, responsible gaming, payment processes, game rules, and promotional offers.
• Assist players in resolving technical difficulties such as login issues and game performance problems.
• Identify and report suspicious or fraudulent activities following internal and regulatory procedures.
• Work closely with other departments to tackle complex challenges.
• Keep abreast of the newest platform features, available games, promotions, and relevant industry regulations.
• Maintain detailed logs of interactions and ensure unresolved concerns are followed up until completion.
• Achieve key performance indicators including rapid response times, high resolution rates, and superior customer satisfaction.
• Support the creation and improvement of FAQs and knowledge base articles.

Required Qualifications

• Prior experience in customer support, preferably within the iGaming, lottery, or technology sectors.
• Proficient in both written and spoken English and Arabic.
• Good understanding of online casino, lottery, or sportsbook platforms and terms.
• Strong analytical skills with keen attention to detail.
• Ability to perform effectively under pressure in a fast-moving environment.
• Technologically adept, capable of learning and using various CRM, chat, and back-office tools quickly.
• Willingness to work flexible shifts, including nights, weekends, and public holidays.

Shift Details

The position requires working in rotating shifts covering weekends and public holidays.

Company Commitment

Momentum is dedicated to maintaining fairness, transparency, and inclusivity as an employer. They emphasize diversity, teamwork, and innovation, fostering an atmosphere where all employees can flourish. Candidates eager to advance their careers and contribute to Momentum’s growth are encouraged to apply.