Company: Sea GameX, Singapore

Established: Aug 2024

Work Mode: Work from Home(Later may have to join Kolkata Office)

Office Location: Kolkata

Process: Domestic Chat Process

Shift: 9 Hrs. including 1 Hr. Break

Shift Type and week off: Rotational

Working: 6 Days

Job Title: Customer Service Representative

Job Responsibilities:

- Provide real-time support to players via live chat, and ticketing systems
- Handle inquiries related to account access, game rules, bonuses, promotions, and platform features
- Support gameplay-related issues, including technical errors and game interruptions
- Assist with payment-related cases such as deposits, withdrawals, and transaction verification
- Investigate and resolve player complaints efficiently while ensuring compliance with company policies
- Monitor and escalate technical or system issues to relevant departments
- Ensure all player interactions are handled within defined SLA and quality standards
- Maintain accurate records of customer interactions in CRM or support systems
- Identify recurring issues and report them to improve product and service quality
- Enforce responsible gaming policies and support fraud prevention procedures when required
- Maintain a professional, calm, and player-focused attitude in high-pressure situations
- Participate in shift rotations, including nights, weekends, and holidays if required

Requirements Education & Experience





- College or University degree preferred
- Prior 1 year experience in Customer Service, iGaming Support, or Call Centre is an advantage
- Experience in Live Casino, Slot games, or gambling platforms is highly preferred

Skills & Competencies

- Strong communication skills with the ability to read and write in Hindi, English, and Hinglish (Hindi + English/ Whatsapp Language).
- Strong problem-solving and analytical thinking abilities
- Ability to multitask and handle high-volume chat/ticket environments
- Familiarity with CRM and ticketing systems (e.g., Zendesk, Jira, Freshdesk) is a plus
- Basic understanding of online gaming systems, especially casino products
- Ability to remain calm and professional under pressure
- Strong attention to detail and accuracy
- Valuable understanding of user-handling techniques and be able to effectively apply relevant soft skills
- Basic understanding of KPIs and recognize the importance of achieving performance targets.
- Should be open to feedback, willing to work on areas of improvement, and maintain a positive mind set.
- Should be quick to learn and adaptable, particularly in acquiring iGaming knowledge, even if they have no prior experience in the industry.
- There should be no plans for longer leaves
- Prior experience in live chat handling
- Good typing speed is also a requirement(Minimum 35 WPM)

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