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The Customer Support Agent is the frontline representative responsible for delivering exceptional service to online casino players. This role ensures smooth gameplay experiences, assists with crypto and fiat transactions, promotes responsible gaming, supports retention initiatives, and upholds trust with players in diverse markets across Asia.
We are looking for Customer Support Agents - Vietnamese (Dubai based) that will help us provide top tier customer experience, whilst having full expertise on the company’s products, services, procedures and guidelines.
Key Value Elements
Player Communication & Support
Respond to player inquiries via live chat, email, WhatsApp, Telegram, or in-app messaging.
Provide fast, accurate responses about games, bonuses, deposits, withdrawals, and account status.
Deliver multilingual support (English + Vietnamese).
Crypto & Payment Assistance
Guide players through crypto deposits and withdrawals, including wallet transfers, transaction confirmations, and gas fee issues.
Assist with e-wallet and local payment options popular in Asian markets.
Monitor and report any failed or delayed transactions.
Bonus Queries & Player Retention
Explain terms of promotions, cashback, free spins, and VIP rewards.
Recommend relevant bonuses to increase player engagement and retention.
Identify at-risk or dissatisfied players and escalate to VIP/Retention team.
Responsible Gaming & Fraud Detection
Identify signs of problem gambling and follow escalation protocols.
Flag suspicious accounts for potential fraud, bot use, or bonus abuse.
Support KYC verification processes where required.
Operational Excellence
Follow scripts and SOPs while maintaining a warm, friendly tone.
Log, categorize, and resolve tickets effectively.
Provide feedback on recurring issues to improve the casino platform.
Experience & Background Required:
Fluent level of English (spoken and written) + Vietnamese
Basic understanding of crypto wallets, exchanges, and blockchain transactions
Empathy, patience, fast typing, communication clarity
Ability to guide users step-by-step through issues
Understanding of slots, live casino, RTP, bonuses is preferred
If you think this is the right opportunity for you, don’t hesitate to hit the apply button and send us your application. We will be in touch!
Key Skills
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