About the position
Job Title: Player Success Agent
The Player Success Agent is responsible for managing daily operational assessments, customer interactions, and reviews to ensure a high level of service and compliance.
Responsibilities:
- Handle inbound customer communications including bonus/promotional queries, sports/esports market questions, and account-related inquiries such as login issues, detail changes, and account closures.
- Identify when to escalate queries to the appropriate internal teams.
- Recognize and manage customers displaying signs of problem gambling, taking appropriate action as per protocol.
- Manage multiple customer queries simultaneously, maintaining focus and timely responses.
- Monitor and handle AML (Anti-Money Laundering) and Safer Gambling alerts in real-time, including conducting thorough risk assessments and maintaining full audit logs.
- Perform real-time checks and manage PEPs (Politically Exposed Persons), Sanctions, and adverse media, ensuring all actions are fully documented.
- Communicate with customers via calls, chats, and emails on a wide range of topics related to the platform.
- Collaborate with the Trading team to identify notable accounts and implement necessary actions.
- Detect and prevent all forms of account fraud, blocking accounts as required.
- Assess risks associated with new users in real-time, applying a risk-based approach.
- Provide detailed handovers to the day team, escalating high-risk accounts and flagging accounts for monitoring as needed.
Requirements:
- Ability to work efficiently under pressure in a fast-paced, real-time environment.
- Strong analytical skills to interpret data and make informed decisions.
- Excellent verbal and written communication skills for effective interaction with customers and colleagues.
- Capability to work independently, quickly absorbing information and applying it effectively.
- Proactive mindset to identify suspicious or at-risk customers before issues escalate.
- Good organizational skills to manage multiple tasks simultaneously while maintaining high standards.
- Team-oriented, able to fit well within a small, collaborative working environment.
Working Hours
- Full availability to work 5 out of 7 days per week.
- 9-hour shifts on a rotational basis with another team member.
How To Apply:
- Contact Hire Resolve today for your next career-changing move
- Our client is offering a highly competitive salary for this role based on experience.
- Send your CV to: [Email Address Removed].com or connect with Mischa Bornman via LinkedIn.
- Alternatively, you can also contact me directly at Hire Resolve [Email Address Removed]
- We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise.
Desired Skills:
- Player Success Agent
- Player Success Agent
- Player Success Agent
