Key Responsibilities

1. Provide timely, accurate, and professional support to customers through live chat, email, and ticketing channels.

2. Handle general inquiries, account-related questions, product information requests, and basic troubleshooting.

3. Follow established workflows and service guidelines to ensure consistent and high-quality customer interactions.

4. Identify customer needs, provide appropriate solutions, and escalate complex issues to senior specialists or supervisors when necessary.

5. Maintain detailed and accurate records of customer interactions and follow-up actions in the customer service system.

6. Monitor ongoing issues and ensure customer concerns are resolved within agreed service levels.

7. Collaborate with internal teams (operations, product, technical support) to relay customer feedback and help improve user experience.

8. Participate in regular training sessions to stay updated on product changes, new features, and service best practices.

9. Assist in improving customer service processes, FAQs, and knowledge base content to enhance efficiency and self-service support.

Qualifications:

1. Has basic knowledge or experience in the lottery or gaming industry and online customer service.

2. Able to independently provide player support via online chat, phone, or email, including inquiries, problem-solving, account login issues, deposits/withdrawals, betting rules, winnings/payouts, and other account-related assistance; able to quickly identify and resolve player issues encountered during gameplay.

3. Capable of rapidly learning and supplementing industry and product knowledge, accurately identifying player needs, and explaining various lottery games, betting instructions, and draw processes based on game rules and product knowledge.

4. Timely collects and reports abnormal issues; can perform preliminary investigation on delayed deposits, withdrawal issues, order anomalies, and accurately record and report technical issues to relevant departments.

5. Handles customer complaints promptly and professionally, maintaining good communication and a positive attitude.

6. Proficient in using customer service systems (ticketing systems / CRM / LiveChat, etc.) and completes processing records and data entry according to established procedures.

7. Strong ability to work under pressure and handle high volumes of inquiries; able to meet company-required response times and work in early or late shifts as needed.