Trilingual Player Success Agent - day time (including weekend work)

 Published 15 days ago
    
 Brazil
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Salary: R$3500 per month

Why Midnite?

Midnite is a next-generation betting platform that is built for today’s fandom. We are a collective of engineers and designers who all share a passion for sports and gaming. We exist to bring fans closer to the games they love through the rush of winning money.

Unlike the alternatives, Midnite doesn't feel like a website built two decades ago. Instead, it's a cutting-edge creation, designed and constructed from the ground up with the latest technologies. Crafting an experience that's truly intuitive, immersive, and immediately understandable is no walk in the park, but we thrive on the challenge. We believe we're on the brink of creating something truly awesome.

What will you do?

The player success agent will be responsible for the daily operational assessments, interactions, and reviews of our customers.

Working hours

Requirement to work five days out of seven, 8 hour shifts varying from 5 am - 7 pm Monday to Sunday.

Responsible for:

  • Handle incoming customer communications, addressing inquiries related to bonuses/promotions, questions about specific sports/esports markets, and managing account queries related to customer login, details changes, and account closure.
  • Identifying the appropriate team to escalate inbound queries, if required.
  • Addressing customers exhibiting signs of problem gambling through direct interaction, including recognising the indicators and taking necessary actions.
  • Handling Anti-Money Laundering (AML) and Suspicious Gambling (SG) triggers and alerts in real-time, which involves conducting comprehensive risk assessments, engaging in interactions, and maintaining a complete audit log from start to finish.
  • Interacting with customers through inbound and outbound calls, chats, and emails on various topics related to Midnite.
  • Collaborate with the trading team in real-time to identify noteworthy accounts and take subsequent actions as needed.
  • Identifying any risks associated with new users in real-time and handling them appropriately on a risk-based approach.
  • Providing a comprehensive handover to the day team, including references to noteworthy accounts or accounts to monitor and escalate high-risk accounts as necessary.

Expectations:

  • Fluent in Portuguese, Spanish and English.
  • Strong at handling multiple customers concurrently, staying focused, and responding promptly to inquiries.
  • Effective under pressure, skilled in real-time decision-making, particularly in fast-paced environments.
  • Analytical mindset with the ability to process data, draw necessary conclusions, and take appropriate actions.
  • Strong verbal and written communication skills for effective interaction with customers and colleagues.
  • Proactive approach, demonstrating the ability to identify and address potential issues with customers at risk before they escalate.

Working with us

  • You’ll have a key role in which you'll be integral to our company culture and help shape the direction.
  • Join our frequent company-wide gatherings and game nights that draw our community closer together.
  • Enjoy 33 paid holidays a year.

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