Player Success Agent

2 months ago

Cape Town, South Africa Midnite Full time

**Salary**: ZAR 19,000 per month

The Player Success Agent is responsible for the operational day-to-day assessments, interaction and reviews of customers.

**Job responsibilities include**:

- Dealing with inbound customer communications, including bonus/promotional queries, questions around specific sports/esports markets and dealing with account queries around customer login, detail change and account closure.
- Knowing which team to escalate inbound queries, if necessary.
- Dealing with customers who display signs of problem gambling through interaction with yourself. Knowing how to spot the signs and the subsequent action required.
- Dealing with multiple queries at a time, staying focussed and replying in a timely manner to customers.
- Handling new AML/SG triggers and alerts from start to end in real-time, including conducting thorough risk assessments, interacting and full audit logs.
- Handing PEPs, Sanctions and adverse Media checks in real-time, along with a full audit log.
- Working with the Trading team in real-time to identify accounts of note, and any subsequent actions.
- Preventing and identifying all types of fraud on accounts, blocking accounts where necessary.
- Identifying any risks associated with new users in real-time, and handling them appropriately, on a risk-based approach.
- Detailed handover with the day team, referring accounts of note notes or accounts to watch, escalating high-risk accounts as required.

**Requirements**:

- Working under pressure - Working in real time, ensuring you react to alerts quickly, particularly in a faced paced environment.
- Analytical - The ability to take data, process it and make necessary conclusions and actions off the back of it.
- Communication skills - Strong verbal and written communication skills, to interact with customers and colleagues.
- Independant working - The ability to learn and take on information quickly and work independently at times.
- Proactive - The ability to search for suspicious customers/customers at risk before it is too late. Looking for the issues before they become more of a problem.
- The right fit - Here at Midnite, we are looking for someone who can fit in well with our culture and work closely with a small team.
- Organised - The ability to juggle multiple tasks at once, whilst maintaining excellent standards.

**Working Hours**:

- Requirement to work 5/7 days of the week, full availability, 8 hour shifts
- On a rotational basis with one other staff member

**Benefits**
- A ground-floor role in which you’ll be integral to our company culture and help shape the direction. You’ll be part of a growing community of Midnite employees, partners, investors, and advisors, all focused on our common goal. We love to do things together with regular company-wide meetups, games night, and team retreats.
- Our team combines years of experience building world-class betting technology with deep esports and sports domain expertise. We are as intentional about building a durable company and inclusive culture as we are about perfecting our product, and are serious about flexible work and professional development.

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