Job Description: Indian Customer Support Agent at Blaze
About Blaze:
Blaze is the fastest-growing casino platform in the LATAM region, founded in 2019. We specialize in creating an engaging, social, and real-money gaming experience with over 2,000 games and 2 million registered users. Blaze’s success stems from a diverse, global team of innovative and passionate professionals who constantly push boundaries in the iGaming industry. Blaze is now expanding its support team to cater to the growing customer base and is looking for an enthusiastic and skilled Indian Customer Support Agent to join the team.
Role Overview:
As a Customer Support Agent, you will play a critical role in ensuring our users have a seamless gaming experience. The role requires you to handle customer queries, troubleshoot issues, and build positive relationships with customers. If you are customer-oriented, enjoy problem-solving, and have a knack for communication, this is the role for you.
Key Responsibilities as Customer Support Agent
- Customer Interaction:
- Respond to customer inquiries via live chat and email promptly and accurately.
- Identify and assess customer needs, providing relevant solutions to ensure customer satisfaction.
- Engage in meaningful conversations to delight customers and exceed expectations.
- Problem-Solving:
- Understand Blaze’s products inside-out to provide correct and timely information.
- Work with cross-functional teams to address customer concerns and find appropriate solutions.
- Work Efficiency:
- Handle a high volume of requests daily, ensuring each customer receives high-quality service.
- Prioritize and manage tasks efficiently while multitasking in a fast-paced environment.
- Team Collaboration:
- Collaborate with fellow customer service representatives (CSRs) and other departments to improve customer experience and streamline processes.
- Contribute to the overall success of the team by sharing insights, feedback, and best practices.
Required Skills and Qualifications: Customer Support Agent
- Location: Residing in India.
- Language: Fluent in English (spoken and written).
- Technical Skills: Proficient in typing (minimum 25 WPM) and computer navigation.
- Customer Orientation: Ability to adapt to diverse personalities and customer types.
- Problem-Solving: Strong communication and problem-solving skills with a positive outlook.
- Soft Skills: Patience, attentiveness, interpersonal skills, and an ability to find positive outcomes in challenging situations.
- Multitasking: Ability to prioritize tasks and manage time effectively.
- Goal-Oriented: Willingness to achieve personal and team goals and strive for continuous improvement.
- Flexibility: Willing to work on a shifting schedule, including nights and weekends, as part of 24/7 operations.
Benefits: Customer Support Agent
- Remote Work: This is a 100% remote position, allowing you to work from the comfort of your home.
- Schedule: Shifting schedules with coverage for 24/7 operations, working up to 44 hours per week.
- Career Growth: Opportunity to be part of a dynamic, fast-growing company in the iGaming industry.
- Global Collaboration: Work with a diverse team of professionals from different parts of the world.
Career Path and Opportunities:
Working at Blaze offers numerous growth opportunities, including vertical movement within the customer support team and cross-departmental roles. Blaze fosters a culture of continuous learning and self-improvement, encouraging employees to develop new skills and achieve career aspirations.
10 Expected Interview Questions and Sample Answers: Customer Support Agent
1. Can you tell us about your customer service experience?
Sample Answer:
“I have two years of experience in customer service, handling inquiries and resolving issues through email and chat support. I’ve worked in fast-paced environments, managing high volumes of customer requests daily. My focus has always been on delivering excellent customer service by understanding customer needs and providing effective solutions.”
2. Why do you want to work at Blaze?
Sample Answer:
“I’m excited about the opportunity to work at Blaze because of its innovative approach to the iGaming industry. The company’s rapid growth and focus on combining social and real-money gaming intrigue me. I’m eager to contribute to this dynamic environment and help deliver exceptional customer experiences.”
3. How do you handle difficult customers?
Sample Answer:
“I remain calm and patient when dealing with difficult customers. I listen actively to understand their concerns and empathize with their situation. My approach is to provide clear, helpful solutions while maintaining a positive attitude. If needed, I escalate issues to ensure prompt resolution.”
4. How do you prioritize tasks when handling multiple customer requests?
Sample Answer:
“I prioritize tasks based on urgency and customer impact. I use ticketing systems to track issues and ensure I meet response time targets. By staying organized and focused, I can manage multiple requests efficiently while delivering quality service.”
5. How would you describe your typing and technical skills?
Sample Answer:
“My typing speed is 35 words per minute, and I’m proficient with various computer applications, including CRM tools, email platforms, and live chat systems. I’m comfortable navigating software and learning new tools quickly.”
6. How do you stay motivated during repetitive tasks?
Sample Answer:
“I stay motivated by focusing on customer satisfaction and setting personal performance goals. I also look for opportunities to improve processes and learn new skills, which keeps my work engaging.”
7. What steps do you take to ensure you understand a customer’s issue fully?
Sample Answer:
“I ask clarifying questions and listen carefully to the customer’s explanation. I summarize their concerns to confirm my understanding before providing solutions. This ensures that I address the right issue and meet their expectations.”
8. Tell us about a time you went above and beyond for a customer.
Sample Answer:
“In my previous role, a customer was having trouble accessing their account. After resolving the issue, I followed up with them the next day to ensure everything was working fine. They appreciated the extra effort, which strengthened our customer relationship.”
9. Are you comfortable working night shifts and weekends?
Sample Answer:
“Yes, I am flexible with my schedule and understand the importance of being available to customers 24/7. I’m comfortable working night shifts and weekends as required.”
10. What would you do if you don’t know the answer to a customer’s question?
Sample Answer:
“If I don’t know the answer, I would let the customer know that I’ll find the information and get back to them shortly. I would then consult internal resources or reach out to a colleague or supervisor for guidance. Following up with the customer promptly is essential.”
