REMOTE - Mandarin speaking B2B Support Representative

Posted 01 June 2022
Job type Permanent
Contact NameAga Loughran

Job description

Job Purpose: 

Handle B2B client communication. Research and resolve issues using available tools and interdepartmental support. Process requests in a timely and courteous manner.

Essential Job Functions / Main Duties & Responsibilities:

  • Answer, support and follow up on external facing communication to ensure service is provided to the highest standards
  • Research solutions to issues
  • Interact with various department to resolve issues in a timely manner
  • Use available tools and information resources to resolve problems
  • Use a comprehensive knowledge of the website and the back office systems to investigate and resolve issues
  • Administer transactions as required
  • Review and follow up with deposit / withdrawal transactions in accordance with established standards and procedures
  • Escalate unresolved problems in accordance with establish policy procedures and protocols
  • Perform account administration according to established protocols
  • Research transaction discrepancies and take appropriate action
  • Monitoring of activity, including assisting in the identification of fraudulent activity or abuse
  • Maintain professionalism and adhere to company standards during all interactions
  • Assistance with special projects
  • Perform and support other duties as assigned 

Skills & Qualifications: 

  • Ability to think critically and draw from experience to make decisions
  • Computer literacy
  • Care in dealing with sensitive information
  • Ability to understand both written and oral instructions in English
  • The ability to organize and manage multiple priorities
  • Ability to independently solve problems
  • Strong customer orientation
  • Excellent interpersonal and communication skills
  • Goal Oriented
  • Performance driven and a strong team player
  • Fluent and advanced skills both oral and in specialized languages would be an asset

Knowledge & Experience:

  • Minimum of 3 years in a position with relevant experience would be an asset
  • Knowledge of Sportsbook industry would be an asset
  • Basic office skills including knowledge of Microsoft Word and Excel
  • High school diploma required