Job Description
About the Role
The Player Success Agent is a critical role in ensuring the high-quality service and compliance of our platform. As a key member of our team, you will be responsible for managing daily operational assessments, customer interactions, and reviews to drive exceptional player success.
Key Responsibilities
- Handle inbound customer communications including bonus/promotional queries, sports/esports market questions, and account-related inquiries such as login issues, detail changes, and account closures.
- Identify when to escalate queries to the appropriate internal teams.
- Recognize and manage customers displaying signs of problem gambling, taking appropriate action as per protocol.
- Manage multiple customer queries simultaneously, maintaining focus and timely responses.
- Monitor and handle AML (Anti-Money Laundering) and Safer Gambling alerts in real-time, including conducting thorough risk assessments and maintaining full audit logs.
- Perform real-time checks and manage PEPs (Politically Exposed Persons), Sanctions, and adverse media, ensuring all actions are fully documented.
- Communicate with customers via calls, chats, and emails on a wide range of topics related to the platform.
- Collaborate with the Trading team to identify notable accounts and implement necessary actions.
- Detect and prevent all forms of account fraud, blocking accounts as required.
- Assess risks associated with new users in real-time, applying a risk-based approach.
- Provide detailed handovers to the day team, escalating high-risk accounts and flagging accounts for monitoring as needed.
Requirements
- Ability to work efficiently under pressure in a fast-paced, real-time environment.
- Strong analytical skills to interpret data and make informed decisions.
- Excellent verbal and written communication skills for effective interaction with customers and colleagues.
- Capability to work independently, quickly absorbing information and applying it effectively.
- Proactive mindset to identify suspicious or at-risk customers before issues escalate.
- Good organizational skills to manage multiple tasks simultaneously while maintaining high standards.
- Team-oriented, able to fit well within a small, collaborative working environment.
Qualifications
- Bachelor’s degree (matric certificate is not considered)
Salary & Benefits
[Salary details mentioned in original job description: “Our client is offering a highly competitive salary for this role based on experience.”] [DO NOT include a “How to Apply” section – this is added automatically]
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other Professions Jobs in Western Cape
When it comes to careers in the Western Cape, South Africa, the field of Other Professions encompasses a diverse range of roles that cater to various industries and sectors. Generally, this field is characterized by strong job prospects, driven by the growing demand for skilled professionals in sectors such as technology, finance, and manufacturing. Typically, these roles require a combination of technical expertise, business acumen, and interpersonal skills.
Typically, salaries for Other Professions roles in the Western Cape range from R500 000 to R1,5 million per annum, depending on factors such as experience, company size, and industry sector. Commonly, senior roles or those within larger companies tend to command higher salaries. However, it’s essential to note that these figures are only general guidelines and may vary widely based on individual circumstances.
Common skills required for Other Professions roles include strong analytical and problem-solving abilities, excellent communication and interpersonal skills, the ability to think strategically, and proficiency in industry-specific software or tools. Typically, professionals in this field also possess a degree in a relevant field such as business administration, engineering, or computer science. Additionally, many roles require experience working with data analytics, project management, or team leadership.
Other Professions roles are commonly found within various industries, including financial services, technology, manufacturing, and logistics. These sectors often require professionals to be adaptable, flexible, and able to think creatively. In terms of career development, there are numerous opportunities for advancement, from specialized roles to senior leadership positions or entrepreneurial ventures.
For those interested in pursuing a career in Other Professions, it’s essential to stay up-to-date with industry trends, develop strong skills, and build a network of professional contacts. Many professionals in this field also pursue ongoing education and training to stay ahead of the curve, whether through formal certifications or continuous learning initiatives. By focusing on personal development, staying adaptable, and being open to new opportunities, individuals can set themselves up for success in this exciting and rewarding field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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