Player Success Agent
Player Success Agent
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1 Vacancy
Job Description
Description
Job Title: Player Success Agent
The Player Success Agent is responsible for managing daily operational assessments customer interactions and reviews to ensure a high level of service and compliance.
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.
Working Hours
- Full availability to work 5 out of 7 days per week.
- 9-hour shifts on a rotational basis with another team member.
How To Apply:
- Contact Hire Resolve today for your next career-changing move
- Our client is offering a highly competitive salary for this role based on experience.
- Send your CV to: or connect with Mischa Bornman via LinkedIn.
- Alternatively you can also contact me directly at Hire Resolve
- We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable we will put your CV on file and contact you regarding any future vacancies that arise.
Duties & Responsibilities
Desired Experience & Qualification
Required Experience:
Unclear Seniority
Employment Type
Full-Time
