Customer Service Representative

About the Company

AA Games is a gaming company focused on delivering a smooth and enjoyable experience for its users. The role is for a customer service representative based in Kolkata, India, working from the office.

Role Overview

This position is centered on chat-based player support in a 24/7 shift environment. The workday is 9 hours long, which includes a 1-hour break. The schedule follows rotating shifts, rotating weekly off days, and a 6-day working week.

Key Responsibilities

• Deliver prompt assistance to players through live chat and ticketing tools.
• Respond to questions about account access, game rules, bonuses, promotions, and platform functionality.
• Troubleshoot gameplay concerns such as technical glitches and interruptions during play.
• Support payment-related matters, including deposits, withdrawals, and verification of transactions.
• Review and resolve customer complaints efficiently while staying aligned with company policies.
• Track down technical or system-related issues and route them to the appropriate internal teams.
• Make sure all player interactions meet the required service-level targets and quality benchmarks.
• Keep detailed and accurate records of customer conversations and cases in CRM or support platforms.
• Spot recurring concerns and share them with the relevant teams to help improve product and service quality.
• Apply responsible gaming guidelines and assist with fraud-prevention checks when needed.
• Stay professional, composed, and player-focused even in demanding situations.
• Be available for shift rotations, including nights, weekends, and holidays if required.

Requirements

• A college or university degree is preferred.
• Previous experience in customer service, iGaming support, or a call centre is beneficial.
• Experience with live casino, slot games, or gambling platforms is highly preferred.
• Strong written English communication skills are mandatory.
• Good analytical thinking and problem-solving ability are needed.
• Ability to juggle multiple tasks in a busy chat and ticket handling environment.
• Familiarity with CRM and ticketing systems such as Zendesk, Jira, or Freshdesk is an advantage.
• Basic knowledge of online gaming systems, especially casino products, is useful.
• Must be able to stay calm and professional under pressure.
• High attention to detail and accuracy is essential.
• A customer-first attitude and strong service mindset are important.
• Should be adaptable to system updates and game changes.
• Must be responsible, disciplined, and dependable.
• Should work well in a team and communicate effectively.
• Willingness to work in a 24/7 shift-based setup is required.

Work Schedule

The role follows a 9-hour shift structure with a 1-hour break. Employees work 6 days a week with rotational shifts and rotational weekly off days.

Additional Information

Company name mentioned in the job details: Sea GameX, Singapore. The company was established in August 2024. The process is chat-based and the mode of work is office-based.

Compensation

The offered salary range is INR 3,00,000 to INR 6,00,000 per year.