Customer Engagement Agent: Sunbet

Sun Bet as the online sports betting division of Sun International drives the online gaming and sports betting strategy and business objectives, providing thought leadership and advice on product performance, revenue growth, operational governance and service standards, as well as building strategic relationships and partnerships with key stakeholders; and leading the integration of online sports betting projects into operations.

The Customer Engagement Agent will be responsible for proactively identifying opportunities to engage clients during SunBet activations and events to canvas and generate good quality leads for the business. The role will cultivate relationships with potential and current SunBet customers through identifying, co-ordinating and managing on-site activations to ensure these relationships remain strong, profitable and grow the referral database for future lead and customer acquisition opportunities. The role may also be required to provide a wide range of administrative and support services in this regard in line with Company procedures and standards.

**Qualifications**
- Grade 12

**Experience**
- Minimum 2 years experience in a customer service, a contact centre or sales environment
- Having an interest and experience in sports is an advantage

**Skills & Knowledge**
- Organising and Coordinating Resources
- Checking and Documenting Information
- Following Procedures
- Persuading
- Responding with Urgency
- Emotional resilience
- Acting with Energy and Enthusiasm
- Creating Customer Experiences
- Managing and Resolving Conflict
- Sports and sports betting Industry knowledge
- Sun Bet online gaming product knowledge
- Written and verbal communication skills
- Proficient computer literacy (MS Office; CRM software)
- Event co-ordination
- Sales skills
- Telephone skills
- Networking skills
- Legislation - including CPA, POPI, FICA requirements

**Key Performance Areas**
- Have a complete knowledge and understanding of the SunBet products and the online gaming industry
- Provide input into plans to increase the generation of sales leads for the acquisition of SunBet business
- Attend on-site activations and events, identify opportunities, and canvas clients to generate leads and new business
- Persuade potential customers of the benefits and advantages of opening a SunBet account
- Provide services and support to customers who place on-line sports bets, providing advice and education to customers around how to place on-line sports bets and casino bets
- Respond to technical and/or account related queries raised by customers
- Research required information by using available resources or liaising with other departments to adequately respond to queries and ensure customer queries are resolved
- Contact new customers and follow-up with existing clients to obtain their FICA documentation
- Leverage existing relationships to initiate and develop relationships with customers to acquire referrals
- Compile and distribute on-site activation schedules for various venues
- Communicate with stakeholders, clients, visitors around activation requirements
- Conduct face-to-face meetings with customers / guests at various on-site activation to initiate, build and secure future SunBet business
- Attend SunBet VIP events / activations with customers to raise awareness around SunBet’s brand and VIP program, as required
- Book activation venues and plan logistics according to requirements - number of people, equipment, times, access to floor, refreshments, etc.
- Conduct pre-activation checks to ensure that the venue set up meets requirements
- Track and report on the daily generation of leads through promotional processes
- Complete post activation administration including; information documents, attendance figures, leads generated
- Engage with players and provide a customer experience that will support brand loyalty ensuring SunBet as the online gaming and sportsbetting brand of choice
- Ensure that customers are treated with courtesy and respect at all times, and provide professional service standards and solutions
- Provide post-mortem feedback with regards campaigns to ensure these are always relevant and effective

**Equity**
- Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.

**POPI Statement