Customer Service Agent (Chat/Email)

Llamapixel is a rapidly growing customer support company specializing in iGaming. We operate in dynamic digital environments where speed, accuracy, and empathy are essential.

Our new Support Center for Latin America, in Lima, offers 24/7 customer support via chat and email to Spanish-speaking gamers in over 10 Latin American countries. We combine robust processes with intelligent technology to deliver consistent, high-quality experiences to our customers.

We work in an international environment, driven by modern tools such as Zendesk Omnichannel+QA+WFM, Google Workspace, Microsoft Workspace, advanced AI tools for internal support, and collaborative communication platforms.

At Llamapixel, we act quickly, think globally, and build teams that grow together.

Here are a few reasons to apply:

• Real and Measurable Impact: Your contribution will have a direct impact on the efficiency of Customer Service operations and the satisfaction of our users, with a focus on results that can be optimised and celebrated.
• Exponential Professional Growth: Integrate into a rapidly growing brand, with dynamic leadership that constantly pushes boundaries, providing an environment conducive to unleashing your true potential and advancing your career.
• Culture of Innovation: Be part of a dynamic environment that encourages experimentation and the application of new technologies and approaches to optimise results and spark imagination.
• Recognition: In addition to a competitive package, we offer performance-based bonuses and recognition programmes that value excellence.

As a Customer Service Agent (Chat/Email) at our company, you would be responsible for:

• Handle and resolve customer requests via chat and email across account, payments, promotions, gameplay and general support, providing clear and compliant responses.
• Provide accurate product/service information using approved knowledge bases, macros and scripts; correct misinformation promptly.
• Record interactions in detail in the CRM (reason codes, tags, after-contact work) ensuring complete and compliant documentation.
• Escalate complex issues or complaints to Tier 2, Payments, or the Ombudsman route with proper diagnostics and evidence.
• Stay updated on company policies, procedures and promotions; participate in calibrations, refreshers and content updates.
• Achieve performance targets (AHT, CSAT, FCR, QA, SLA/adherence, ACW) through disciplined work habits and accurate troubleshooting.
• Collaborate with the team, share insights from conversations, flag emerging issues, and contribute to continuous improvement.

KPIs & Quality Expectations

• Service Level and schedule adherence to interval plans.

• Average Handle Time (AHT) and After-Contact Work (ACW) within target while maintaining accuracy.

• First Contact Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS) and QA score per campaign standards.

• Compliance with data-privacy, security and consumer-protection controls.

Qualifications & Skills

• Spanish: Native;

• 6–12 months of contact-center experience (BPO or in-house) in chat/email queues; experience in iGaming, is a plus.
• Excellent written communication, de‑escalation and problem‑solving skills.
• Tooling literacy: CRM/helpdesk (e.g., Zendesk), and Google Workspace; ability to follow knowledge-base articles and macros accurately.
• Operational discipline: punctuality, schedule adherence, ability to work to hourly interval plans and accept real-time management updates.

Work Setup & Schedule

• On-site at our Lima operations hub with secure connectivity and controlled access.
• Company-provisioned workstation, secure VPN and monitored applications per security policy.
• Rotational shifts including nights/weekends/Peruvian holidays to support a 24/7 operation; overtime or additional coverage may be required during peak events.

If you are passionate about delivering exceptional customer experiences, thrive on challenges in an innovative environment, and are ready to make a significant impact within a leading iGaming brand, this is the ideal opportunity for you.