Job Description

Salary: ZAR 19,000 per month


The Player Success Agent is responsible for the operational day-to-day assessments, interaction and reviews of customers.

Job responsibilities include:

Dealing with inbound customer communications, including bonus/promotional queries, questions around specific sports/esports markets and dealing with account queries around customer login, detail change and account closure. Knowing which team to escalate inbound queries, if necessary. Dealing with customers who display signs of problem gambling through interaction with yourself. Knowing how to spot the signs and the subsequent action required. Dealing with multiple queries at a time, staying focussed and replying in a timely manner to customers. Handling new AML/SG triggers and alerts from start to end in real-time, including conducting thorough risk assessments, interacting and full audit logs. Handing PEPs, Sanctions and adverse Media checks in real-time, along with a full audit log. Interacting with customers (inbound and outbound) via calls, chats and emails regarding any topic related to Midnite. Working with the Trading team in real-time to identify accounts of note, and any subsequent actions. Preventing and identifying all types of fraud on accounts, blocking accounts where necessary. Identifying any risks associated with new users in real-time, and handling them appropriately, on a risk-based approach. Detailed handover with the day team, referring accounts of note notes or accounts to watch, escalating high-risk accounts as required.

Requirements

Working under pressure - Working in real time, ensuring you react to alerts quickly, particularly in a faced paced environment. Analytical - The ability to take data, process it and make necessary conclusions and actions off the back of it. Communication skills - Strong verbal and written communication skills, to interact with customers and colleagues. Independant working - The ability to learn and take on information quickly and work independently at times. Proactive - The ability to search for suspicious customers/customers at risk before it is too late. Looking for the issues before they become more of a problem. The right fit - Here at Midnite, we are looking for someone who can fit in well with our culture and work closely with a small team. Organised - The ability to juggle multiple tasks at once, whilst maintaining excellent standards.
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Working Hours:

Requirement to work 5/7 days of the week, full availability, 9 hour shifts On a rotational basis with one other staff member

Benefits

A ground-floor role in which you'll be integral to our company culture and help shape the direction. You'll be part of a growing community of Midnite employees, partners, investors, and advisors, all focused on our common goal. We love to do things together with regular company-wide meetups, games night, and team retreats. * Our team combines years of experience building world-class betting technology with deep esports and sports domain expertise. We are as intentional about building a durable company and inclusive culture as we are about perfecting our product, and are serious about flexible work and professional development.