Sports Customer Service Executive

We have an exciting opportunity to join our brand new Sportsbook team. As a Sportsbook Customer Support Executive, you will be part of a dedicated team responsible for delivering a first class sports betting experience to our customers in the Philippines and UK.

As an experienced Sportsbook CS exec, you will provide and enhance customer experience, assisting in the support of the CSS and Customer Support Team Manager, coaching colleagues on Sports betting, as well as providing a ‘Best in Class’ experience for Customers.

• Provide prompt, friendly, and professional support to Sportsbook customers via live chat, email, and all channel options.
• Assist customers with account queries professionally in line with agreed KPI’s, ensuring that any escalations are raised promptly to maintain Customer satisfaction.
• Understand and explain Sportsbook rules, promotions, and betting terms clearly and accurately, internally and externally.
• Support your management team in identifying and understanding patterns and escalating underlying issues.
• Help management to plan and organise resources around the sporting calendar to deliver the best coverage for a 24/7 operation 365 days, ensuring that we have additional coverage for all major events.
• Suggest initiatives to provide long term resolutions on repeated contacts.
• Create a knowledge base of common issues and responses that new starters and inexperienced colleagues can refer to.
• Create and update FAQ’s whenever required, to proactively manage issues and incidents and deflect contacts where possible, by providing customers the information they are searching for.
• Support our department trainer with creating materials for new products whenever required.
• Create/update internal process flows that can easily be rolled out across the department and understood.
• Carry out administration duties as and when required within SLAs.
• Ensure that Customer account adjustments are dealt with accurately.
• Be conversant with Standard Operating Procedures, Bonuses and Promotional campaigns.
• Understand fully and comply with the key objectives of the Gambling Commission and Gibraltar Regulatory Authority.
• To be fully aware of your responsibilities regarding Social Compliance and Licence Conditions Codes of Practice.
• Review and maintain the customer support records to the required standard.
• Review and update for sign off all SOP’s on their anniversary.
• Any other duties requested by your line manager in relation to your role.

Experience and Skills

• Sports enthusiast with excellent knowledge of sports and betting products.
• Experience working within an online Sports Customer Support role.
• Excellent interpersonal and communication skills.
• Experience with dealing with Customer Complaints.
• High attention to detail.
• Experience of Communications Quality Auditing and provision of feedback.
• Proactive in quickly identifying issues and potential solutions.
• Well organised with excellent self-discipline.
• Highly collaborative, works well as part of a team and understands the team and business priorities.
• A flexible attitude.