Overview of the role:

As a Customer Service Agent, you will play a key role in shaping the Betfair International or Betnacional customer experience. You will be part of a dynamic, customer-centric team responsible for handling customer inquiries across multiple channels, including phone, email, live chat, social media, and telephone betting.

If you are interested in other opportunities, please note that we have dedicated talent pools for different areas, available at the links below:

• Bilingual Customer Service Agent - São Paulo/SP
• Sportsbook (Betfair and Betnacional)
• Casino (Betfair and Betnacional)
• Corporate Opportunities

What you’ll do:

• Act as a customer champion, responding promptly and accurately to inquiries while delivering exceptional service.
• Handle customer interactions across multiple channels such as phone, email, live chat, social media, and telephone betting.
• Troubleshoot technical issues and ensure complex customer problems are resolved efficiently.
• Build strong and lasting customer relationships through proactive communication and personalized interactions.
• Identify recurring customer issues and escalate them appropriately to improve overall customer experience.
• Continuously contribute to the enhancement of Betfair International’s customer service processes and standards.

What you’ll bring:

• Fluency in Portuguese and English, with excellent written and verbal communication skills.
• Previous experience in customer service, preferably in a fast-paced, multi-channel environment.
• Strong problem-solving skills and the ability to handle challenging situations with professionalism and empathy.
• Comfort using Microsoft Office tools (Word, Excel) and navigating online platforms.
• A genuine interest in sports and gaming products.
• A collaborative mindset, with a proactive “can-do” attitude and willingness to learn.
• Flexibility and adaptability to work dynamic schedules, including evenings, weekends, and potentially nights, based on business needs.

We require a candidate who has achieved or is capable of the following:

• Demonstrated ability to deliver high-quality customer service across multiple communication channels.
• Experience managing customer inquiries with accuracy, efficiency, and attention to detail.
• Ability to troubleshoot issues and follow processes while maintaining a customer-first mindset.
• Strong communication and interpersonal skills.
• Proven ability to work effectively in a team-oriented environment.