Complaints Manager

2 weeks ago

Century City, Western Cape, South Africa White Hat Gaming Full time
Moonspin is proud to offer industry-leading Customer Service, Risk/Fraud, and Tech Development services to our international client base.

Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features.

We hire experienced top talented people which enables us to offer exceptional business services while enjoying a "work hard play hard" engaged environment.


Purpose of the Role:


The incumbent will be responsible for handling various escalations received as it pertains to Responsible Gambling/ complaints/ disputes and general queries; ensuring that all compliance and operational objectives as it relates to the various markets are met and that cases are handled within the market-related timeframe.

The baseline of the role will comprise of the following key areas:

Key Responsibilities:

Workflow Management

  • Investigates customer complaints, refund requests, reactivations, and general escalations
  • Assures ongoing compliance with quality and industry regulatory requirements
  • Maintain compliance with all company policies and procedures
  • Liaise with various departments within Whitehat Gaming, as well as Licencees
  • Collects information pertaining to work procedures, workflow, and reports in order to ensure that procedures are being carried out in accordance with our Regulatory and Business requirements
  • Professional handling of complaints/ disputes including but not limited to quality of responses to and/ or escalations required
  • Report anomalies to the Head of Complaints
  • Update Complaints Log
  • Adhoc duties

Escalations management:

  • Escalate refund requests/ complaints/ disputes/ reactivation queries to our extended global team, in accordance with our internal policies
  • Ensure that all required reviews have been conducted and relevant information is included
  • Liaise with Senior Complaints Managers ensuring that details/ queries have been appropriately and adequately addressed

Relationship Building:

  • Build report and form partnerships with all divisions/ departments within the business
  • Uses initiative where required and is trusted to make sound decisions in line with Regulatory and Internal policies and procedures when presenting arguments/ suggestions prior to escalating to Senior CMs
  • Minimum 2 years experience as a Responsible Gambling Specialist
  • Sound knowledge of the Responsible Gambling Policy, as it relates to the various markets we deal with and a keen understanding of Processes and Procedures as it relates to each market imperative
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
  • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
  • Remains abreast of current and upcoming company and regulatory changes
  • Impeccable problemsolving skills and the ability to work independently and think outside the box
  • Extensive Operational knowledge
  • Decisionmaking skills
  • Excellent attendance and disciplinary record
  • Excellent verbal and written communication skills
**Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process

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