Whatsapp specialist (internal position)

• The WA Specialist is responsible for providing personalized customer service through WhatsApp,
• ensuring a premium support experience that exceeds traditional service channels such as phone and live
• chat. This role focuses on delivering fast, efficient, and proactive assistance while building strong
• relationships with players, improving satisfaction, retention, and overall customer loyalty.

Key Responsibilities

• . Provide dedicated and personalized assistance to players through WhatsApp, ensuring a seamless and
• high-quality customer experience.
• . Deliver timely and efficient responses to player inquiries, minimizing resolution times and improving
• overall service performance.
• . Build and maintain strong relationships with players through proactive communication and continuous
• follow-up.
• . Coordinate with internal departments to resolve customer requests, account issues, any type of
• payment inquiries and technical matters as quickly as possible.
• . Reach out to players when necessary to provide updates, assistance, promotions, or guidance that
• enhances their overall experience.
• . Identify opportunities to improve the player journey and provide feedback to management regarding
• recurring issues or areas of improvement.
• . Support customer retention efforts by ensuring players receive exceptional service and personalized
• attention.
• . Maintain accurate records of customer requests, escalations, and resolutions.
• . Processes Compliance
• . Follow company policies, responsible gaming procedures and security protocols

Key Skills

• . Excellent written communication skills
• . Strong customer service and relationship-building abilities
• . Ability to provide personalized and empathetic support
• . Strong problem-solving, negotiation and conflict resolution skills
• . Ability to multitask and manage multiple conversations simultaneously
• . Customer-focused mindset with attention to detail
• . Strong organizational and follow-up skills
• . Ability to work in a fast-paced environment
• . Strong focus on customer retention strategies, player psychology and motivation
• . Advanced knowledge of CRM systems and customer support tools
• . Ability to collaborate effectively with multiple departments
• . Strong sense of urgency and commitment to service excellence
• . Basic knowledge of Excel (pivot tables, data segmentation)