The Role

This is an opportunity to become a pivotal part of a Customer Service Team within an innovated and fun online Gaming company. Within this role, your customer retention and relationship building skills will be developed. You will be the first point of contact for our customers and deal with all aspects of the player's account via phone and live chat. Through this role, you will gain excellent product and feature knowledge.

Our New Jersey office is in downtown Jersey City along the waterfront overlooking lower Manhattan and is close to all public transportation hubs (Exchange Place PATH station, Harborside Hudson-Bergen Lightrail station, Exchange Place bus stops).

As our sites operate 24/7, so does our Customer Service department. This position is a night shift role covering the hours of 8pm to 8am, working on a shift rotation with a team of night shift representatives.

Key Responsibilities:

• Acts as a first point of contact for customer issues, questions and requests, providing best in class client service whether it's by phone, email or live chat.
• Entertain and engage with customers in our chat rooms, providing product expertise, running quizzes and games and creating a sense of 'community' for players.
• Personally deliver a frontline service to customers that (as a minimum) meets their expectations while also resolving their queries/questions/enquiries at first point of contact wherever possible.
• When required, escalates situations to appropriate management or other departments to determine the proper course of action and provide a solution.
• Respond to emails, live chat and telephone calls from customers in a professional manner and in line with the Customer Service Quality Guidelines.
• Leverage product knowledge to assist customers in playing Casino, Slot and 90 Ball Bingo games.
• Encourages customer participation in promotion opportunities.
• Maintain records of customer interactions and transactions using the Customer Service Admin application.
• Collect and disseminate customer feedback on promotions, products, operations, or any other aspect of the business to Marketing, Gaming Finance, or Operations as applicable.
• Perform related work or additional projects as required by the business including outbound calls.

About Us

We are on a mission to become the world's most entertaining online gaming company. It all started with Jackpotjoy but along the way we have grown into the award-winning team of designers, developers and operators behind some of the leading gaming sites and apps including Virgin Games and Heart Bingo.

Born in 2001 with just a handful of developers, we are now over 900 employees strong across 7 group offices worldwide with our headquarters in Central London. Over 24 million players enjoy our 258 games, generating on average 6,028 chat messages every 15 minutes!

Whether it be through the awards we've won for innovation in Bingo and Slots, our commitment to using cutting edge technology, our talks at Google I/O and Code Mesh; or simply our passion to innovate, thrill, and surprise, Gamesys constantly pushes the boundaries to be the best in class.

Our culture is visible everywhere. Visit our reception - you'll find sweets and a giant monkey, in the design team a giant red lamp and the latest quad core mac pros; the breakout areas a Gamesys pool table and fridges full of beer, wine and soft drinks. In the meeting rooms you might find grass instead of carpet, in the summer you'll meet all our families together for a celebration and in the winter you can find Mexican wrestlers or circus acts roaming around. Weekly social and sports events give you the opportunity to stretch both your mind and body whether it be getting involved in a meetup or brownbag session, playing in the poker tournament or joining one of the football teams. But our culture is not just in what you can see it's in everything we do, we're hard workers and we get stuck in. We have fun, making fun and our vision is to invent, play and discover together, to craft experiences that thrill our players and rock the world.