Customer Support Outbound Agent

About the role

The Customer Support Outbound Agent engages registered players via personalised outbound calls, helping them navigate platforms, understand promotions and maintain a positive experience across NEXA Group brands. This role focuses on relationship building rather than cold‑calling.

Key responsibilities

• Make outbound calls to welcome new players, re‑engage inactive users and follow up on incomplete registrations, failed transactions or unclaimed rewards.
• Provide accurate information on games, promotions, bonuses and platform functionality while adhering to responsible gambling and data‑protection policies.
• Log all interactions, outcomes and follow‑up actions in the CRM system and work towards agreed KPIs such as call activity, engagement and quality standards.

Required profile

• Previous experience in customer service, outbound calling, player engagement or similar phone‑based role.
• Excellent spoken English with a clear, friendly telephone manner.
• Strong interpersonal and listening skills, able to build rapport with diverse players.
• Motivation to meet performance targets and respond positively to feedback.

Required skills

• Proficiency with CRM systems.
• Comfortable using spreadsheets and digital communication tools.