Duties:
- Assist the Customer Service team with all Sportsbook and Racebook wager disputes, settlements, re-settlements, and cancellations.
- Updating and translating the Sports Quick links across all brands on regular occasions.
- Liaise with Customer Service leadership to warrant CSR’s reach an acceptable sports knowledge (main sports).
- Ensure Sportsbook and Racebook information in the help section is up to date based on player feedback and day to day cases. Assist trading to get help section updates done.
- Verify players are contacted re voided wagers, gestures of goodwill etc. properly and in a timely manner by reviewing the Bulk-mailing dashboard.
- Investigating and liaising between Trading & CS Teams on the weekly Player Feedback reports.
- Maintaining, monitoring and escalating Tableau reports, such as:
- Cancelled Wagers Report
- Invalid CS Escalations
- Traders Voided Wagers Emails
- Wrong Settlements
- Negative customer accounts report
Job requirements
• Good knowledge in Sportsbook and Racebook product.
• Ability to demonstrate initiative in problem solving and detail orientation.
• Ability to set priorities and manage time effectively
• Excellent verbal and written communication skills.
• Confident in decision-making ability.
• Strong work ethic, reliable and punctual.
• Experience using the Microsoft Office Suite as well as Internet applications and all Operations facing tools within the company.