Responsible Gambling Customer Care Specialist
On-siteCape Town, Western Cape, South Africa
Job Summary
Provide compliance guidance on Responsible Gambling processes and handle inbound customer emails regarding self-exclusion removals and CIP account reviews. Assess accounts to determine intervention levels, review compliance tasks from the Contact Centre, and inform managers of higher-level interventions. Communicate with Key Account Managers about hosted account interventions and conduct follow-up calls for customers mentioning suicide or self-harm. Safeguard client personal information and protect the business against fraud. Requires strong verbal and written communication skills, cross-functional collaboration, and attention to detail. Credit and criminal record checks will be conducted.
Required Qualifications
- Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
- Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
- Exceptional attention to detail, ensuring high standards of quality in all outputs
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
- Adaptability
- Ownership and accountability
- Initiating action
- Resilience
- Team orientation
- Integrity
- Innovation
- Credit and criminal record check
Desired Qualifications
- In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
- Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
- Experience in developing and executing customer retention strategies
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.