Customer Champion – Level 3

Good to know

Goals & Performance Metrics:

Customer Satisfaction Score (CSAT) ≥ 90%
First Contact Resolution Rate (FCR) ≥ 75%
Average Handling Time (AHT) ≤ 6 minutes
Quality and accuracy of case documentation in Salesforce ≥ 99%
Coaching support & knowledge sharing with junior team members (measured by feedback & peer review)
Proactive identification of improvement opportunities (≥ 2 suggestions per quarter)

N+1 Management Style:

Direct Manager: Customer Experience Team Leader

Career Progression Opportunities:

Transition to Customer Champion Level 4 (Subject Matter Expert / Specialist roles)
Lateral moves to Quality Assurance, Training, or Product Support teams
Access to internal development plans and cross-functional exposure opportunities

Benefits & Culture:

Our core values are:
Vibrant, inclusive, and fulfilling work environment
Focus on employee wellbeing, hybrid working, and wellness programs
Opportunities for growth, leadership training, and certifications
International exposure with global collaboration

We live by these 5 principles:
Own it
Push the boundaries
Win together
Deliver with pace
Be customer obsessed

We also follow the STARS values:

Service
Teamwork
Ambition
Responsibilities
Solution

Candidate Selection Criteria:

Excellent written and verbal communication in English
1+ year experience in customer service, with proven ability to handle escalated cases
Strong diagnostic, analytical and decision-making skills
Experience using Salesforce or equivalent CRM (6+ months)
Ability to communicate complex information clearly and concisely
Team player with coaching, mentoring or leadership potential
Proficient in Microsoft Office tools
Familiarity with the online gaming or sports betting industry is a strong advantage


Soft skills:
Empathy & active listening
Patience and emotional resilience
Conflict management and diplomacy
Strong sense of ownership and accountability
Positive and collaborative mindset


Hard skills:
Bilingual English (written & spoken)
Advanced troubleshooting abilities
Strong understanding of escalation procedures and customer policies
CRM proficiency (Salesforce preferred)
Experience handling sensitive or high-risk customer scenarios
Product knowledge and regulatory awareness

Work condition:

Rotational shifts (including nights and weekends)
Open-space, multicultural team environment
Flexible hybrid work model (after training period)
On-the-job training: 6 weeks


Shifts:
Morning: 10:00 – 19:00
Mid: 13:00 – 23:00
Night: 17:00 – 02:00
Work From Home: 1 day/week (after 3 months)



Salary and Benefits offered:
Competitive base salary

Benefits:

Premium Night shift payment (25% of hourly rate)
Reward Scheme based on KPIs
WFH Allowance
Meal Allowance
Attendance Bonus
Fully paid medical plan if they are taking the basic plan
Pension contribution


Recruitment process:
Pre-qualification of Applications by Careerhub Team
Phone Interview with Rank Interactive
Conducted by the recruiter
Assessment of cultural fit and relevant experience
In-person Interview (1 hour) at Rank Interactive with the Customer Experience Manager and Kritikka
Immersion Day (3 hours) at Rank Interactive
Job Offer with 72 hours
Onboarding

Message from your future manager N+1:

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive, and fulfilling work environment. We’re here for you with support networks, hybrid working options, and wellness programs. Invest in your growth with our development opportunities and leadership training. Collaborate with colleagues from around the globe and immerse yourself in new cultures.