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Customer Support Team
Customer Support Team

Customer Support Team

Communication channels

Customer Support is the voice and ears of the company.

The team communicates with the clients, explains the calculation rules, listens in case of failures, calms, and fulfills customer requests.

Customer Support is one of the largest teams of 240 people, working 24/7, serving customers through 8 communication channels, and speaking 7 languages. The team combines 4 departments:

Incoming line 

Guys meet customers in the hotline and in the chat. They also answer letters and do everything necessary to ensure that the right specialists answer the client’s question. When the specialist of the incoming line needs advice or help, here comes a supervisor. Supervisors help resolve customer issues, review an operator’s performance in their group, test the operators’ knowledge before hiring, and provide feedback to improve each operator’s performance.

Sales department

Guys stimulate customers to play and attract new users with special promotions and offers. These guys also handle the entire Parimatch customer base.

The SMM department

Those who respond in messengers, social networks, and process requests on forums. The SMM department balances a working tone and friendly communication when responding to complaints, communicating, and supporting the players in moments of mental devastation.

Quality control and training department

The department recruits personnel, interviewing, initial training for interns, training on new products, creating manuals, monitors the work of operators, and performing administrative tasks to improve operators’ working conditions.

The support team also includes analytics for customer requests and generating ideas to optimize the site. After all, the customers talk about the inconveniences and share their opinions about the site’s work or services with support specialists.

Everyone in the team can develop an idea to improve the team’s work, and it will be definitely considered. Communications in a team are essential to success: training, corporate events, team building – all these things help achieve a unique team spirit.