Job Description
About the Role
Hire Resolve’s client is urgently seeking a Safer Gambling Analyst to join their fully remote team. As a key member of the Safer Gambling team, you will play a crucial role in ensuring the well-being and protection of our customers.
Key Responsibilities
- Communicating with customers via email, chat, or phone who may be at risk of or experiencing gambling-related harm, and taking appropriate action based on current legislation and procedures.
- Maintaining and improving internal policies and procedures designed to prevent gambling-related harm.
- Handling escalations and inquiries from the Player Success Team concerning operational compliance processes and cases.
- Monitoring customer communication channels and inboxes related to operational compliance to ensure service level agreements (SLAs) are met and the user experience is smooth.
- Managing customer complaint cases during their shift.
- Analysing customer accounts for Safer Gambling and Anti-Financial Crime concerns, identified through internal reporting or Player Success interactions.
- Escalating cases when necessary to protect players.
- Suggesting modifications or improvements to current Operational Compliance and Player Success processes.
- Collaborating with Safer Gambling Management and the Head of Operational Compliance to foster a culture of Safer Gambling and excellent customer service by promoting compliance and awareness.
Requirements
- Minimum of one year experience in either Safer Gambling, Anti-Money Laundering or VIP.
- Experience with calling customers.
- Ability to work with a number of stakeholders within the business to reach an appropriate decision regarding customer accounts.
- Previous experience in delivering excellent customer service.
- Experience in dealing with a regulated market in the iGaming industry or a similarly strict regulated industry would be beneficial.
- Previous experience in either Safer Gambling, Anti-Money Laundering or Anti-Fraud may be beneficial.
- Previous experience dealing with “Know Your Customer” KYC processes is desirable but not essential.
Qualifications
No formal education or certifications are required for this role.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Customer Service Jobs in Western Cape
In the Western Cape, customer service positions are generally in high demand across various industries, often driven by the growing need for exceptional customer experiences in a competitive marketplace. This has led to an increase in job opportunities for those interested in this field. As a result, individuals seeking a career in customer service can expect to find a range of roles available.
The salary range for customer service positions in Western Cape can vary significantly depending on factors such as the individual’s level of experience, the company size and type, and the specific industry sector. Typically, entry-level positions may offer a basic salary range between R300 000 – R500 000 per annum, while more senior roles or those in larger organisations may command higher salaries ranging from R600 000 – R1 200 000 per annum. However, these are broad estimates and actual salaries can vary widely.
Common skills required for customer service roles include effective communication, problem-solving, adaptability, empathy, time management, and attention to detail. Many employers also place a strong emphasis on emotional intelligence, as well as the ability to work in a fast-paced environment and handle multiple tasks simultaneously. It is generally advantageous for candidates to possess these skills, which are often considered essential for success in this field.
Customer service positions can be found across various industries, including financial services sector, technology industry, manufacturing sector, and more. In South Africa’s growing economy, many organisations are recognising the importance of delivering exceptional customer experiences to drive business growth and competitiveness.
Career progression opportunities for those in customer service roles are often plentiful. With experience and additional training, individuals can move into supervisory or management positions, take on specialist roles such as customer success manager, or transition into related fields like sales or operations management.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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