The Customer Service Assistant will be responsible for ensuring an efficient, empathetic, and secure customer service experience for end users. Working directly on the front line with users, they will provide clear support, resolve issues, and offer guidance regarding platform usage and rules. Their primary responsibility is to ensure courteous and excellent service to customers, promoting satisfaction and contributing to user retention. Key Responsibilities: * Provide direct customer service (B2C) via official channels (chat, email, etc.), ensuring clarity, responsiveness, and courtesy; * Clarify questions regarding platform functionality, betting rules, promotions, KYC procedures, deposits, withdrawals, and other features; * Log, categorize, and track support tickets according to established operational workflows; * Identify and report inconsistencies, bugs, or technical instabilities to the relevant departments to continuously improve the user experience; * Analyze and apply security policies—including identity verification and fraud prevention—while adhering to the platform’s terms and conditions; * Meet operationally defined SLAs (service response timeframes) and KPIs; * Participate in training sessions, updates, and operational alignment meetings as required; * Maintain confidentiality and responsibility regarding sensitive user and company information; * Deliver humane, efficient service aligned with the company’s core values. Required Qualifications: * Completed high school education; * Proficiency in Microsoft Office Suite; * Experience with online customer service; * Excellent verbal and written communication skills; * Availability to work on-site on a 12x36 shift schedule. Preferred Qualifications: * Familiarity with customer service tools such as Zendesk, Digisac, or similar platforms; * Knowledge of additional languages; * Completed or ongoing undergraduate degree; * Basic understanding of customer document submission and analysis.