Job Description

Job Summary Hire Resolve's client, a next-generation betting platform, is searching for a Safer Gambling Analyst to join their team in Cape Town. This part-time role will support the Safer Gambling function within the compliance department across various shifts.
:
Engage with customers via email, chat, or outbound calls who may be at risk of or actively experiencing gambling-related harm, taking appropriate action in line with legislation, procedures, and processes
Uphold and contribute to the development of internal policies and procedures aimed at preventing gambling-related harm
Handle escalations and queries from the Player Success Team relating to operational compliance cases
Monitor customer communication channels/inboxes related to operational compliance to ensure SLA adherence and a frictionless user experience
Appropriately manage complaint cases arising during shift hours
Analyse customer accounts from a Safer Gambling and Anti-Financial Crime perspective, based on internal reports or Player Success interactions
Escalate high-risk cases as needed to ensure effective player protection
Recommend improvements to current Operational Compliance and Player Success processes
Collaborate with Safer Gambling Management and the Head of Operational Compliance to promote a culture of Safer Gambling and high-quality customer service through compliance and awareness initiatives
:
Excellent oral, written, and verbal communication skills
Native or bilingual proficiency in written and spoken English (mandatory); additional languages are an advantage
Experienced in handling difficult conversations with customers while remaining calm and focused on objectives
Capable of collaborating with multiple stakeholders to make informed decisions regarding customer accounts
Strong attention to detail with the ability to quickly assess and respond to emerging cases
Able to perform well under pressure in a fast-paced environment
Self-motivated with the ability to work independently and as part of a team
Proven track record of delivering excellent customer service
If you meet the above requirements and want to make a career-changing move, apply today by emailing your CV to or visit our website:
Hire Resolve
IT/Computer
Recruiter
About
Specialists in Civil, Structural, Mechanical Engineering, Information Technology, Mining, Manufacturing and Finance Careers! Hire Resolve is one of the larger and more agile South African recruitment companies that focus on placing professionals and skilled people in permanent employment and contract employment. We prefer and focus on working with top quality professionals and candidates in South Africa and Africa. Hire Resolve has successfully placed Engineering, Mining, IT, Manufacturing and Finance professionals with top firms across the Western Cape, Eastern Cape, KwaZulu Natal, Gauteng and in Africa. Hire Resolve has assisted candidates to find jobs at over 100 JSE listed companies of which many are global companies with offices and operations in South Africa and Africa. It is for this reason that we are well respected in the industries we operate in and in the recruitment industry.