Job Description
The WA Specialist is responsible for providing personalized customer service through WhatsApp,
ensuring a premium support experience that exceeds traditional service channels such as phone and live
chat. This role focuses on delivering fast, efficient, and proactive assistance while building strong
relationships with players, improving satisfaction, retention, and overall customer loyalty.

Key Responsibilities
. Provide dedicated and personalized assistance to players through WhatsApp, ensuring a seamless and
high-quality customer experience.
. Deliver timely and efficient responses to player inquiries, minimizing resolution times and improving
overall service performance.
. Build and maintain strong relationships with players through proactive communication and continuous
follow-up.
. Coordinate with internal departments to resolve customer requests, account issues, any type of
payment inquiries and technical matters as quickly as possible.
. Reach out to players when necessary to provide updates, assistance, promotions, or guidance that
enhances their overall experience.
. Identify opportunities to improve the player journey and provide feedback to management regarding
recurring issues or areas of improvement.




. Support customer retention efforts by ensuring players receive exceptional service and personalized
attention.
. Maintain accurate records of customer requests, escalations, and resolutions.
. Processes Compliance
. Follow company policies, responsible gaming procedures and security protocols

Key Skills
. Excellent written communication skills
. Strong customer service and relationship-building abilities
. Ability to provide personalized and empathetic support
. Strong problem-solving, negotiation and conflict resolution skills
. Ability to multitask and manage multiple conversations simultaneously
. Customer-focused mindset with attention to detail
. Strong organizational and follow-up skills
. Ability to work in a fast-paced environment
. Strong focus on customer retention strategies, player psychology and motivation
. Advanced knowledge of CRM systems and customer support tools
. Ability to collaborate effectively with multiple departments
. Strong sense of urgency and commitment to service excellence
. Basic knowledge of Excel (pivot tables, data segmentation)

📌 Whatsapp specialist (internal position) (Tijuana)
🏢 Importante grupo
📍 Tijuana