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: [email protected] or connect with Mischa Bornman via LinkedIn.
• Alternatively, you can also contact me directly at Hire Resolve [email protected] 
• 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.