At arenaflex, we're expanding our horizons in the exciting world of iGaming, offering a unique blend of real money and social casino gaming experiences. We're seeking several Customer Service Agents for Real Money Gaming to join our dynamic team and help deliver world-class experiences to our valued customers. This part-time position allows you more flexibility by working 20 hours per week, Tuesday to Saturday.
**About arenaflex**
arenaflex is a leading provider of innovative gaming solutions, dedicated to creating engaging and immersive experiences for players worldwide. Our commitment to exceptional customer service is at the heart of everything we do, and we're seeking passionate and dedicated individuals to join our team. As a part-time Mandarin-Speaking Customer Service Agent, you'll be the frontline ambassador of our commitment to delivering world-class experiences to our customers.
**Key Responsibilities**
As a part-time Mandarin-Speaking Customer Service Agent, you'll be responsible for:
* Delivering exceptional customer service by providing accurate product and service information, resolving issues, and offering guidance on promotions and bonuses
* Assisting with customer calls for all Mandarin-speaking customers
* Partnering with cross-functional departments (retail, marketing, tech, etc.) to effectively resolve customer concerns and ensure a seamless customer experience
* Consistently meeting or exceeding agreed-upon KPIs and performance targets
* Engaging in continuous learning through hands-on training with fellow agents, leads, and management to enhance skills and knowledge
* Clearly explaining the terms, conditions, promotions, and bonusing of the casino gaming site to customers
* Providing comprehensive information to customers regarding their account and transactions
* Evaluating accounts to identify potential AML/Fraud violations based on deposit, withdrawal, and play transactions
* Recognizing problem gambling signs and assisting customers by providing information and resources to get them the necessary support
* Maintaining accurate customer records by updating account information as needed
* Processing customer adjustments to maintain precise financial accounts
* Recommending potential products or services to management based on customer information and needs analysis
* Preparing product or service reports by collecting and analyzing relevant customer data
* Contributing to overall team success by accomplishing related tasks as assigned
**Required Skills and Competencies**
To succeed in this role, you'll need:
* Previous experience in a high-volume, fast-paced call center (strongly preferred)
* Fluency in both Mandarin and English
* Excellent verbal and written communication skills
* Strong multitasking and prioritization abilities
* Calm and patient demeanor when handling complaints and difficult situations
* Commitment to high standards, initiative, proactivity, and professionalism
* Ability to type and communicate on the phone for extended periods
**Other Requirements**
To be considered for this role, you must:
* Be 21 years of age or older
* Have high-speed internet access in your remote work location
* Be available to work nights, holidays, and weekends as required
* Successfully complete a background check, drug screen, and obtain necessary gaming licenses
* Successfully complete required jurisdictional training
**Why Join arenaflex?**
At arenaflex, we pride ourselves on being a company that we all love working for. We're regularly featured among the 20 best places to work in Seattle (according to Seattle Business Magazine), and our average tenure in the company is almost 8 years. Despite delivering large and successful games with global reach, we have a small team culture where each colleague's impact can be felt. In surveys, our employees report high satisfaction rates and say that they enjoy getting to know and work with each other and value working on games that bring people joy.
**What We Offer**
As a part-time Mandarin-Speaking Customer Service Agent at arenaflex, you'll enjoy:
* A 401k plan with company matching
* 15 days of PTO annually (prorated for PT status), PTO increases with tenure
* Compensation will be a range of $16-20 per hour, depending on experience and shift worked (overnight shifts will be compensated at a higher rate)
**How to Apply**
If you're passionate about delivering exceptional customer service and have a flair for Mandarin, we'd love to hear from you! Apply now to join our dynamic team and help us deliver world-class experiences to our valued customers.