Customer Support Agent

Bombay is a collection of land-based and online casino, entertainment and hospitality brands, crafted to deliver luxury in every detail - from our exquisite facilities to our personalised service and the unique stories we inspire. Located in the heart of Tallinn, Bombay redefines luxury VIP experiences with its exclusive Bombay casino club, The Burman boutique hotel, restaurants, bars, spa, and bakery, embodying the spirit of elegance and refinement.

As a Customer Support Agent, you will be the primary contact for customers worldwide, delivering personalized assistance across our online services, including online casino and fintech products. You will provide 24/7 support through live chat, social media, email, voice channels, and occasionally in person, ensuring every interaction is handled with care, precision, and a proactive approach. Your goal is to anticipate customer needs, resolve issues efficiently, and deliver tailored solutions that reflect the luxury standards of the Bombay brand.

You will manage all inquiries in line with established policies and procedures, ensuring timely, effective, and exceptional customer experiences.

• Be the main point of contact for VIP guests, ensuring their needs are met quickly and with care.
• Troubleshoot login, connectivity, and other online service issues.
• Guide guests on account management, security, and gaming features.
• Partner with teams across gaming, finance, compliance, and hospitality to deliver seamless experiences.
• Take ownership of guest cases, escalating complex issues when needed.
• Log and track requests to identify trends and suggest improvements.
• Share feedback and ideas to enhance processes, tools, and service standards.
• Stay informed on new game features, policies, and updates.
• Anticipate guest preferences and proactively offer tailored services.
• Build lasting relationships with VIP guests to ensure satisfaction and loyalty.
• Handle complaints with professionalism, aiming for positive outcomes.
• Protect guest privacy and always maintain the highest discretion.

• Excellent communication and interpersonal skills, with a professional and polished manner.
• Previous experience in customer support, ideally in online gaming or digital services.
• Fluent in English and Estonian (other languages are a bonus).
• Strong organisational skills with the ability to manage multiple tasks at once.
• A passion for delivering exceptional customer service and strong attention to detail.
• Knowledge of online safety practices, fraud prevention, or account security.
• Solid computer literacy with experience using CRM and task management software.
• Ability to work under pressure, resolve issues efficiently, and stay calm and composed.
• A problem-solving mindset combined with patience and empathy.
• High level of discretion and confidentiality, especially when working with VIP or high-profile guests.
• Readiness to work in a 24/7 setting (including weekends and night hours) with a mix of office and remote work. 

You will be working in the Centralised Guest Services department as part of the Bombay Guest Services team, reporting to the Guest Services Team Lead, and collaborating with other stakeholders in the casino and hospitality sectors.

• Celebration & Time off: A birthday day off, and paid vacation days for personal milestones (e.g., child's first school day, marriage), 3 wellness days per year. Additional team perks for celebrating birthdays and work anniversaries.
• Health & Wellness: Private health insurance with Salu Digital Healthcare Platform, monthly sports compensation with Stebby. Paid sick leave from the 2nd day.
• Learning & Development: Generous learning & development package (personal development plan & trainings, company-wide knowledge sharing & trainings).
• Investment Opportunities: Opportunity to invest in the Group's own venture fund, Yolo Investments.
• Working Environment: A comfortable workspace in the city center with plenty of fruits, snacks, and drinks (Kai 4, Tallinn).
• Networking Opportunities: Events and networking opportunities with colleagues.
• Parking:  Free parking at the office.