Permanent Sports book Customer Service Host, Location, City Centre, Cape Town, Advertised By Agency, Job Type Full-Time

This is a very exciting role within the growing Sportsbook Department. Operating within the e-commerce industry, focusing on Online Casino, Poker, Bingo and Sportsbook our client is internationally recognised and influential within the online gaming industry. We are looking at expanding the existing Sportsbook Team. The position is based in Cape Town, South Africa. Our client has over 700 multi-national employees as they provide services in the European Region, Canada and Australia. The diverse nature and culture of the company gives them the edge in a highly competitive market, thus making them an employer of choice in Cape Town.

The successful incumbent will possess the following: Excellent customer service is characterized by having the authenticity and insight to proactively influence the sports punters (in their preferred language) towards a positive impact on revenue by being efficient, effective and competent in delivery. As a Sportsbook Customer Support Host, you will be accountable for continuously and consistently delivering excellent customer service. In addition to the customer service function, ensuring the website is maintained with current topical events and promotions will also be managed by the Customer Support Hosts. The environment will be a fast-paced, 24 hours, 7 day - a - week business and the busiest times will be dictated by the sporting calendar. Bearing this in mind you must be flexible and adaptable as no two days will be the same. If delivering customer service comes naturally to you, if sport and sportsbetting is a passion of yours, if the world of entertainment excites you, apply now and become part of the thrilling gambling action.

Key Responsibilities: Your duties will include but not be limited to: Event driven interventions, inbound (and/or outbound when required). This includes but is not limited to: In game betting, losers, winners.  Customer relationship building and management by maintaining contact at an appropriate level through relevant information regarding sports, betting and cross selling of products and services. Respond promptly and interact effectively with sports punters via a different number of channels, namely calls, emails, webchat, and any other new channel. Ensure that more complex customer issues are followed up and resolved in a timely manner (by following defined escalation path when required). Ensuring the website is maintained with current topical events and promotions. Provide technical support to customers. Proactively develop customer relationships by maintaining contact at an appropriate level. Contribute to the ongoing development and improvement of the Sportsbook customer experience. Guide customers through the website and assist them using the various services and products offered. Responsible for each transaction from beginning to end, including queries or complaints. To carry out all other reasonable requests/objectives to an acceptable standard and agreed timelines. Day to day administration. Identifying good/bad business. Report any suspicious betting activity (including potential money laundering) to Traders in all instances. Building and maintaining Customer Profiles - Processing pertinent information into relevant databases. Recognizing trends that occur in our online Casino’s and passing these on to your Manager. Occasional team reporting. Act as an ambassador for Sportsbook as first point of contact. Knowledge, Skills & Experience. Strong customer skills; ability to create rapport with customers, via telephone, chat and email. In-depth knowledge of at least one sport and an active interest in three others. Excellent understanding of the sports book product. Experience (at least 1 year) and interest in online gaming with strong emphasis on online sportbook.  Strong communication skills (verbal and written) - especially: empathy, active listening skills, with the ability to “read between the lines”.

 Experience of using Microsoft Word, Excel and proficient in using social media. Excellent organizational, multi-tasking and time management skills coupled with an untarnished history of attendance and adherence to schedule. At least rudimentary knowledge of odds, percentages and betting margins. Excellent written and verbal communication skills in German language and ideally an additional language. With a proven ability to see problems through to their resolution. An excellent history of attendance and adherence to schedule. Study of mathematical/analytical degree is advantageous. Tertiary qualification

Additionally: An avid sports fan with the drive and determination to entertain and manage sports punters. Flexible approach to working in a dynamic and often hectic environment. Willingness and capacity to work an outside the shift basis on a voluntary basis as the business needs require. Ability to work under pressure and maintain concentration for prolonged time periods. Proven team player with a ‘can do’ attitude. Ability to develop strong working relationships within the team, and other departments. Ability to handle conflict. Excellent “follow-up” work ethic. Good decision making and judgment. Accountability Systematic, precise, logical, accurate and thorough Pro-active, organized and strong personal drive Assertive, confident, quick thinking. Should you meet the above requirements please submit your CV together with your supporting documentation

NOTE: Never make payment to any employer, person, company, contractor or agency to get hired for a Job.

Email to: recruitment@surgo.co.za