Customer Service Agent - Level 1

Job overview:
We are seeking a motivated and customer-focused Level 1 Customer Service  agent to join our dynamic team. In this role, you will be the first point of contact for our customers, providing essential support and resolving common issues efficiently. You will handle tasks such as Know Your Customer (KYC) verification, password resets, account inquiries, and other Level 1 support requests. The ideal candidate will possess excellent communication skills in both English, a strong problem-solving aptitude, and a genuine desire to help customers.

Responsibilities:

• Customer Support: Provide prompt and courteous support to customers via phone, email, and chat, addressing inquiries and resolving issues related to accounts, KYC, and technical support.
• KYC Verification: Accurately process and verify customer identification documents and information in accordance with company policies and regulatory requirements.
• Password Resets: Efficiently handle password reset requests, ensuring account security and customer satisfaction.
• Account Management: Assist customers with basic account management tasks, such as updating personal information, navigating the platform, and understanding account features.
• Troubleshooting: Diagnose and resolve common technical issues, providing clear and concise instructions to customers.
• Ticket Management: Log and track customer interactions and issues in our ticketing system, ensuring accurate and timely resolution.
• Escalation: Identify and escalate complex issues to higher-level support teams as needed.
• Language Support: Provide seamless customer service in both English and Hindi, adapting communication style to meet the needs of diverse customers.
• Compliance: Adhere to all company policies, procedures, and compliance regulations.
• Knowledge Base: Maintain and update knowledge base articles and FAQs.

Requirements:

• Fluency in English (both written and spoken) is mandatory.
• Previous experience in customer service, preferably in a Level 1 support role.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to remain calm and composed in a fast-paced environment.
• Proficiency in using customer service software and ticketing systems.
• Basic technical aptitude and the ability to troubleshoot common issues.
• Strong attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Clean criminal record.

Nice to have:

• Experience with the Igaming industry
• Experience with Zendesk

Location: Cebu, Philippines


About Azendo
Azendo is on a mission to empower businesses with our 360-degree offshore staffing services. We build full-time, dedicated teams in Thailand for our clients, helping them scale their businesses and achieve their goals. We are a "human first" company, and our core values guide everything we do. We believe in putting people before resources, fostering open communication, and taking a customer-obsessed approach. At Azendo, we are a dream team that leads with "frihed under ansvar" (freedom with responsibility) and is constantly challenging the status quo.

To learn more about our culture and values, please visit our website: azendo.co

What we value: 

• We are a "humans first, resources after" company: We care about building relationships with our team members and strengthening partnerships with our clients based on trust. Putting humans first doesn’t mean we don’t care about results and performance – we do – just not at the expense of people.
• We lead with "Frihed under Ansvar": which means “With great freedom comes great responsibility”. Like a scale – the amount of freedom and responsibility must be equally balanced. Our leadership philosophy is true to our Scandinavian roots.
• "We play as a dream team": Just like a professional soccer team, each of our teammates has a very important role in our team’s success. We will all work together to foster a good environment so our teammates can play their best with one another and get the opportunity to become the stars of tomorrow.
• Challenging the status quo is in our DNA: With our partners in mind, we are motivated by the hunger to improve and innovate to forge the foundations for long-term success. We will seek out the best team members who will bring fresh perspectives and ideas, and challenge us to do better.