The Customer Service Representative II is responsible for handling complex customer inquiries and resolving customer issues in a timely and professional manner. **What does a day in the life as a Customer Service Representative look like?**: - Provides in-depth information about products and services to customers - Resolves complex customer issues in a timely and efficient manner - Follows up with customers to ensure that their issues have been resolved to their satisfaction - Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules - Collaborates with other departments as needed to resolve customer issues - Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times - Adheres to company policies and procedures - Meets or exceeds performance targets for related KPI’s - Performs other duties as assigned **What are the required qualifications of a Customer Service Representative?**: - Must have high school diploma or equivalent - 1 year of previous customer service experience, preferably in a call center environment - Fluent in Portuguese, Spanish & English languages, both verbal and written - Strong communication skills, both verbal and written - Knowledge and experience with a CRM preferred - Online Casino/betting knowledge - Social Media and Discord know how - Social Media & Discord support is a plus abetterwaytogrow