**Customer Support Outbound Agent**
**Department:**
Retention
**Reports to:**
Head of Retention
**Location:**
Skopje, North Macedonia
**Employment Type:**
Full-Time
**Working Hours:**
Monday to Friday, 17:00pm – 01:00am CET
Role Summary
The Customer Support Outbound Agent is responsible for engaging with registered players through personalised outbound calls, helping them navigate our platforms, understand available promotions, and maintain a positive experience across NEXA Group brands.
This is not a traditional cold-calling role. You will communicate with existing registered players, welcome new users, follow up on key interactions, and reconnect with players who have become inactive. The role combines customer service, player engagement, and relationship building, with a focus on delivering helpful, personalised conversations rather than following rigid scripts.
The successful candidate will have a confident and friendly telephone manner, excellent spoken English, and the ability to build rapport while working towards agreed performance targets. All player engagement must follow company policies, data protection requirements, responsible gambling standards, and player communication preferences.
Key ResponsibilitiesOutbound Calling & Player Engagement
Make outbound calls to registered players to provide relevant updates, information, and approved promotional offers.
Welcome new players and help them understand the platform, available features, games, and promotions.
Re-engage inactive players through appropriate, personalised communication.
Follow up with players regarding incomplete registrations, failed transactions, unclaimed rewards, and other relevant account interactions where permitted.
Build positive relationships with players through friendly, professional, and personalised conversations.
Adapt communication style to different players while maintaining a consistent standard of service.
Encourage player engagement through approved campaigns and offers without using pressure or misleading sales tactics.
Customer Support & Product Knowledge
Answer player questions accurately regarding games, promotions, bonuses, offers, and platform functionality.
Develop a strong understanding of NEXA Group brands, products, games, promotional terms, and player account processes.
Explain promotional terms and conditions clearly and transparently.
Identify player concerns and provide helpful solutions within the scope of the role.
Escalate complex account issues, payment queries, technical problems, and complaints to the appropriate departments.
Ensure all information provided to players is accurate, consistent, and aligned with company policies.
Promotions & Campaign Management
Communicate approved promotions and campaigns to eligible players.
Identify suitable offers based on approved campaign criteria and individual player eligibility.
Ensure all offers remain within authorised limits and follow internal approval procedures.
Follow campaign guidelines, promotional terms, and communication schedules.
Record player responses to offers and share relevant feedback with the team.
Identify recurring questions or issues relating to promotions and communicate them to the relevant departments.
Call Documentation & Performance
Accurately log all outbound calls, conversations, outcomes, and follow-up actions in the relevant systems.
Maintain up-to-date player records in accordance with internal procedures.
Work towards agreed KPIs and performance targets, including call activity, engagement, conversion where applicable, and quality standards.
Participate in regular performance reviews, coaching sessions, and feedback discussions.
Use feedback and performance data to improve communication skills and overall effectiveness.
Maintain reliable attendance, punctuality, and consistent productivity throughout scheduled working hours.
Responsible Gambling, Compliance & Data Protection
Follow all responsible gambling policies and applicable regulatory requirements when communicating with players.
Respect player communication preferences, opt-outs, self-exclusion, and any applicable restrictions on promotional contact.
Never contact players for promotional purposes where prohibited or where the player is not eligible to receive such communications.
Avoid pressuring players to deposit, spend more, or continue gambling.
Recognise potential signs of gambling-related harm and escalate concerns immediately through the appropriate internal procedures.
Handle player information confidentially and comply with data protection requirements.
Follow approved calling procedures, scripts or guidance, promotional rules, and internal compliance standards.
Maintain accurate records of player interactions and report any compliance concerns promptly.
Requirements
Previous experience in customer service, outbound calling, player engagement, CRM, telesales, or a similar phone-based role.
Excellent spoken English, with clear pronunciation and the ability to communicate confidently.
A friendly, professional, and natural telephone manner.
Strong interpersonal skills and the ability to build rapport with different types of players.
Good listening skills and the ability to handle questions, concerns, and objections calmly.
Strong product-learning ability and an interest in understanding games, platforms, and promotions.
Good organisational skills and attention to detail when recording interactions and managing follow-ups.
Comfortable working with CRM systems, spreadsheets, and digital communication tools.
Motivation to work towards clear performance targets and respond positively to feedback.
A professional, reliable, and accountable approach to work.
Previous experience in online gaming or iGaming is an advantage but not essential.
Ability to work independently while contributing positively to a team environment.
Willingness to work the required evening and night-time schedule aligned with US-facing operations.
Working Hours & Shift Requirements
Full-time position, working 40 hours per week.
Monday to Friday, 17:00pm –01:00am CET.
The role requires consistent attendance and punctuality throughout the scheduled shift.
Employees are expected to complete call documentation, follow-up actions, and any required handover before the end of their shift.
Breaks and rest periods will be managed in accordance with applicable labour legislation and company policy.
What Success Looks Like
Consistent achievement of agreed outbound activity and engagement targets.
High-quality, professional, and personalised player conversations.
Strong player feedback and positive relationship-building outcomes.
Accurate call records, follow-up actions, and CRM documentation.
Effective communication of approved promotions and relevant player updates.
Strong product knowledge and the ability to resolve routine player queries confidently.
Consistent compliance with responsible gambling requirements, data protection rules, and player communication preferences.
Positive contribution to team performance and continuous improvement.
Our Values at NEXA Group
**Integrity**
— We act honestly, responsibly, and transparently.
**People First**
— We support our people and put customers at the heart of what we do.
**Collaboration**
— We work together across teams and brands to achieve shared goals.
**Ambition**
— We continuously challenge ourselves to improve and grow.
**Excellence**
— We take pride in delivering high-quality work and outstanding customer experiences.
**Department:**
Retention
**Reports to:**
Head of Retention
**Location:**
Skopje, North Macedonia
**Employment Type:**
Full-Time
**Working Hours:**
Monday to Friday, 17:00pm – 01:00am CET
Role Summary
The Customer Support Outbound Agent is responsible for engaging with registered players through personalised outbound calls, helping them navigate our platforms, understand available promotions, and maintain a positive experience across NEXA Group brands.
This is not a traditional cold-calling role. You will communicate with existing registered players, welcome new users, follow up on key interactions, and reconnect with players who have become inactive. The role combines customer service, player engagement, and relationship building, with a focus on delivering helpful, personalised conversations rather than following rigid scripts.
The successful candidate will have a confident and friendly telephone manner, excellent spoken English, and the ability to build rapport while working towards agreed performance targets. All player engagement must follow company policies, data protection requirements, responsible gambling standards, and player communication preferences.
Key ResponsibilitiesOutbound Calling & Player Engagement
Make outbound calls to registered players to provide relevant updates, information, and approved promotional offers.
Welcome new players and help them understand the platform, available features, games, and promotions.
Re-engage inactive players through appropriate, personalised communication.
Follow up with players regarding incomplete registrations, failed transactions, unclaimed rewards, and other relevant account interactions where permitted.
Build positive relationships with players through friendly, professional, and personalised conversations.
Adapt communication style to different players while maintaining a consistent standard of service.
Encourage player engagement through approved campaigns and offers without using pressure or misleading sales tactics.
Customer Support & Product Knowledge
Answer player questions accurately regarding games, promotions, bonuses, offers, and platform functionality.
Develop a strong understanding of NEXA Group brands, products, games, promotional terms, and player account processes.
Explain promotional terms and conditions clearly and transparently.
Identify player concerns and provide helpful solutions within the scope of the role.
Escalate complex account issues, payment queries, technical problems, and complaints to the appropriate departments.
Ensure all information provided to players is accurate, consistent, and aligned with company policies.
Promotions & Campaign Management
Communicate approved promotions and campaigns to eligible players.
Identify suitable offers based on approved campaign criteria and individual player eligibility.
Ensure all offers remain within authorised limits and follow internal approval procedures.
Follow campaign guidelines, promotional terms, and communication schedules.
Record player responses to offers and share relevant feedback with the team.
Identify recurring questions or issues relating to promotions and communicate them to the relevant departments.
Call Documentation & Performance
Accurately log all outbound calls, conversations, outcomes, and follow-up actions in the relevant systems.
Maintain up-to-date player records in accordance with internal procedures.
Work towards agreed KPIs and performance targets, including call activity, engagement, conversion where applicable, and quality standards.
Participate in regular performance reviews, coaching sessions, and feedback discussions.
Use feedback and performance data to improve communication skills and overall effectiveness.
Maintain reliable attendance, punctuality, and consistent productivity throughout scheduled working hours.
Responsible Gambling, Compliance & Data Protection
Follow all responsible gambling policies and applicable regulatory requirements when communicating with players.
Respect player communication preferences, opt-outs, self-exclusion, and any applicable restrictions on promotional contact.
Never contact players for promotional purposes where prohibited or where the player is not eligible to receive such communications.
Avoid pressuring players to deposit, spend more, or continue gambling.
Recognise potential signs of gambling-related harm and escalate concerns immediately through the appropriate internal procedures.
Handle player information confidentially and comply with data protection requirements.
Follow approved calling procedures, scripts or guidance, promotional rules, and internal compliance standards.
Maintain accurate records of player interactions and report any compliance concerns promptly.
Requirements
Previous experience in customer service, outbound calling, player engagement, CRM, telesales, or a similar phone-based role.
Excellent spoken English, with clear pronunciation and the ability to communicate confidently.
A friendly, professional, and natural telephone manner.
Strong interpersonal skills and the ability to build rapport with different types of players.
Good listening skills and the ability to handle questions, concerns, and objections calmly.
Strong product-learning ability and an interest in understanding games, platforms, and promotions.
Good organisational skills and attention to detail when recording interactions and managing follow-ups.
Comfortable working with CRM systems, spreadsheets, and digital communication tools.
Motivation to work towards clear performance targets and respond positively to feedback.
A professional, reliable, and accountable approach to work.
Previous experience in online gaming or iGaming is an advantage but not essential.
Ability to work independently while contributing positively to a team environment.
Willingness to work the required evening and night-time schedule aligned with US-facing operations.
Working Hours & Shift Requirements
Full-time position, working 40 hours per week.
Monday to Friday, 17:00pm –01:00am CET.
The role requires consistent attendance and punctuality throughout the scheduled shift.
Employees are expected to complete call documentation, follow-up actions, and any required handover before the end of their shift.
Breaks and rest periods will be managed in accordance with applicable labour legislation and company policy.
What Success Looks Like
Consistent achievement of agreed outbound activity and engagement targets.
High-quality, professional, and personalised player conversations.
Strong player feedback and positive relationship-building outcomes.
Accurate call records, follow-up actions, and CRM documentation.
Effective communication of approved promotions and relevant player updates.
Strong product knowledge and the ability to resolve routine player queries confidently.
Consistent compliance with responsible gambling requirements, data protection rules, and player communication preferences.
Positive contribution to team performance and continuous improvement.
Our Values at NEXA Group
**Integrity**
— We act honestly, responsibly, and transparently.
**People First**
— We support our people and put customers at the heart of what we do.
**Collaboration**
— We work together across teams and brands to achieve shared goals.
**Ambition**
— We continuously challenge ourselves to improve and grow.
**Excellence**
— We take pride in delivering high-quality work and outstanding customer experiences.
