Customer Support Host
White Hat Gaming
full-time
Posted on:
Location Type: Hybrid
Location: Century City • South Africa
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About the role
- Act as the primary point of contact for customers, assisting them with inquiries related to casino and sports betting, account management, wagering rules, promotions, and technical issues in a professional and friendly manner.
- Utilize your in-depth knowledge of casino and sports betting products, services, and industry trends to effectively address customer questions, concerns, and complaints, ensuring prompt resolution and maintaining high customer satisfaction levels.
- Build rapport and develop strong relationships with customers, creating a personalized experience and fostering loyalty by providing tailored service and highlighting exclusive offerings.
- Troubleshoot and resolve customer issues related to the sportsbook platform, mobile applications, and other digital tools, escalating complex technical problems to the appropriate teams while ensuring timely follow-up and updates to customers.
- 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 behavior.
- Stay updated with the latest casino and 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.
- 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.
- Prior experience in customer service preferably in the online gambling industry.
- 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: Familiarity with sportsbook platforms, mobile applications, and related technologies.
- Passion for sports and strong knowledge of various sports, teams, and leagues.
Benefits
- None specified 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords
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Hard Skills & Tools
customer serviceproblem-solvingaccount managementwagering rulestechnical issue resolutionsports betting knowledgecasino product knowledgerecord keepingregulatory compliancefraud monitoring
Soft Skills
communication skillsinterpersonal skillsrapport buildingempathyproactive mindsetteam-orientedaccountabilitycustomer satisfactiontailored serviceconflict resolution