Customer Service Host
Profession Hub
- Johannesburg, Gauteng
- Permanent
- Full-time
- Act as the primary point of contact for customers (phone, live chat & email), assisting them with inquiries related to casino & sports betting, account management, wagering rules, promotions, and technical issues in a professional and friendly manner. This will be done in a variety of different mediums such as chat, email and calls.
- Utilize your in-depth knowledge of sports betting products, services, and industry trends to effectively address customer questions, concerns, and complaints, ensuring prompt resolution and maintaining high customer satisfaction levels.
- Assist players regarding sports betting and general gambling terminology, including understanding payouts for sportsbooks and online wagering.
- 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 casino & 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 behaviour.
- Maintain comprehensive and accurate records of customer interactions, issues, and resolutions, contributing to the ongoing improvement of customer service processes, procedures, and knowledge base.
- Understanding online gaming regulations related to a regulated market (KYC Documentation, Self-Exclusion processes, Problem Gaming, Compliance etc).
- Able to properly follow policies and procedures.
- Must thrive on Live Chats, In and Outbound calls, showing initiative and strong negotiation skills.
- Apply techniques to convert new registrations and then maintain client retention.
- Personally, develop relationships with clients to forge trust, loyalty, and superior service to enhance the client's gaming experience.
- Communication with clients is via Email, Live Chats, and Outbound calls.
- University level education or equivalent
- Prior experience in customer service, preferably in the sports betting, gaming, or online gambling industry.
- Familiarity with casino & sportsbook platforms, mobile applications, and related technologies.
- Knowledge of customer service principles and practices.
- Numeric, oral, and written language applications (60+ wpm)
- Excellent relationship-building skills.
- Multilingual in a minimum of 2 or more South African official languages.
- Passion for sports and strong knowledge of various sports, teams, and leagues.
- 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.
- Vibrant and Passionate with a good team spirit.