Customer Support Host

Moonspin is proud to offer industry-leading Customer Support, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features.

We hire experienced top talented people which enables us to offer exceptional business services while enjoying a “work hard play hard” engaged environment.

Purpose of the Role:

Join our dynamic team as a Customer Support Host for Casino and Sportsbook, where you will play a pivotal role in delivering exceptional customer service to casino and sports betting enthusiasts. As a passionate and knowledgeable advocate for our brand, you will interact with customers, providing assistance, resolving queries, and ensuring an outstanding sports betting experience.

This role offers the opportunity to engage with sports enthusiasts, share your expertise, and contribute to the success of our growing casino and sportsbook platform.

Responsibilities:

• Customer Assistance: Act as the primary point of contact for players, assisting them with inquiries related to casino and 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.
• Query Resolution: Utilize your in-depth knowledge of casino and sports betting products, services, and industry trends to effectively address player questions, concerns, and complaints, ensuring prompt resolution and maintaining high customer satisfaction levels.
• Relationship Building: Build rapport and develop strong relationships with players, creating a personalized experience and fostering loyalty by providing tailored service and highlighting exclusive offerings.
• Technical Support: Troubleshoot and resolve player issues related to the casino and sportsbook platform, mobile applications, and other digital tools, escalating complex technical problems to the appropriate teams while ensuring timely follow-up and updates to players.
• Compliance and Security: Adhere to regulatory requirements and company policies, ensuring the integrity of casino and sports betting operations and safeguarding customer information, while actively monitoring for any suspicious activities or fraudulent behavior.
• Product Knowledge: Stay updated with the latest casino and sports events, odds, betting markets, and industry developments, enabling you to provide accurate information, engage in sports-related conversations, and enhance the overall player experience.
• Documentation and Reporting: Maintain comprehensive and accurate records of player interactions, issues, and resolutions, contributing to the ongoing improvement of customer support processes, procedures, and knowledge base.

Requirements:

• Grade 12 or equivalent.
• Prior experience in customer support preferably in the iGaming industry.
• 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.

Advantageous:

• Familiarity with casino and sportsbook platforms, mobile applications, and related technologies.
• Passion for sports and strong knowledge of various sports, teams, and leagues.

Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process.

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