Customer Service Host

Found in: Adzuna ZA B C2 - 1 week ago

Johannesburg, South Africa Adzuna ZA B C2 Full time

Our client is searching for a Customer Service Host to join their team in Johannesburg.

As a Customer Service Host for our Casino & Sportsbook, you will play a pivotal role in delivering exceptional customer service to casino & sports betting enthusiasts. As a passionate and knowledgeable advocate for our brand, you will interact with customers, provide assistance, resolve queries, and ensure an outstanding player experience. This role offers the opportunity to engage with sports enthusiasts, share your expertise, and contribute to the success of our growing Casino & Sportsbook platform.

Responsibilities and Duties:

  • Act as the primary point of contact for customers (phone, live chat & email), assisting them with inquiries related to casino & sports betting, account management, wagering rules, promotions, and technical issues in a professional and friendly manner. This will be done in a variety of different mediums such as chat, email and calls.
  • Utilize your in-depth knowledge of sports betting products, services, and industry trends to effectively address customer questions, concerns, and complaints, ensuring prompt resolution and maintaining high customer satisfaction levels.
  • Assist players regarding sports betting and general gambling terminology, including understanding payouts for sportsbooks and online wagering.
  • Build rapport and develop strong relationships with customers, creating a personalized experience and fostering loyalty by providing tailored service and highlighting exclusive offerings.
  • Troubleshoot and resolve customer issues related to the casino & sportsbook platform, mobile applications, and other digital tools, escalating complex technical problems to the appropriate teams while ensuring timely follow-up and updates to customers.
  • Adhere to regulatory requirements and company policies, ensuring the integrity of sports betting operations and safeguarding customer information, while actively monitoring for any suspicious activities or fraudulent behaviour.
  • Maintain comprehensive and accurate records of customer interactions, issues, and resolutions, contributing to the ongoing improvement of customer service processes, procedures, and knowledge base.
  • Understanding online gaming regulations related to a regulated market (KYC Documentation, Self-Exclusion processes, Problem Gaming, Compliance etc).
  • Able to properly follow policies and procedures.
  • Must thrive on Live Chats, In and Outbound calls, showing initiative and strong negotiation skills.
  • Apply techniques to convert new registrations and then maintain client retention.
  • Personally, develop relationships with clients to forge trust, loyalty, and superior service to enhance the client's gaming experience.
  • Communication with clients is via Email, Live Chats, and Outbound calls.

Education and Qualifications:

  • University level education or equivalent

Requirements:

  • Prior experience in customer service, preferably in the sports betting, gaming, or online gambling industry.
  • Familiarity with casino & sportsbook platforms, mobile applications, and related technologies.
  • Knowledge of customer service principles and practices.
  • Numeric, oral, and written language applications (60+ wpm)
  • Excellent relationship-building skills.
  • Multilingual in a minimum of 2 or more South African official languages.
  • Passion for sports and strong knowledge of various sports, teams, and leagues.
  • Excellent communication skills, both verbal and written, with the ability to articulate complex concepts clearly and concisely.
  • Outstanding interpersonal skills, with the ability to build rapport, empathize with customers, and deliver exceptional service.
  • Strong problem-solving abilities and a proactive mindset to resolve customer issues effectively and efficiently.
  • Ability to work in a fast-paced, team-oriented environment with a strong sense of accountability.
  • Ability to work 24/7 shifts, including evenings, weekends, and holidays.
  • Vibrant and Passionate with a good team spirit.

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