Customer Support Host: Sportsbook

7 months ago

Century City, South Africa White Hat Gaming Full time

**Purpose of Role**:
Join our dynamic team as a Customer Service Host for our Sportsbook, where you will play a pivotal role in delivering exceptional customer service to sports betting enthusiasts. As a passionate and knowledgeable advocate for our brand, you will interact with customers, providing assistance, resolving queries, and ensuring an outstanding sports betting experience. This role offers the opportunity to engage with sports enthusiasts, share your expertise, and contribute to the success of our growing Sportsbook platform.

**Duties and Responsibilities**:

- Query Resolution: 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.
- Relationship Building: Build rapport and develop strong relationships with customers, creating a personalized experience and fostering loyalty by providing tailored service and highlighting exclusive offerings.
- Compliance and Security: 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.
- Product Knowledge: Stay updated with the latest sports events, odds, betting markets, and industry developments, enabling you to provide accurate information, engage in sports-related conversations, and enhance the overall customer experience.
- Documentation and Reporting: Maintain comprehensive and accurate records of customer interactions, issues, and resolutions, contributing to the ongoing improvement of customer service processes, procedures, and knowledge base.

**Requirements**:

- Grade 12 or equivalent.
- 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.

**Advantageous**:

- Prior experience in customer service, preferably in the sports betting, gaming, or online gambling industry.

**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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