Who are we?
The Multiple Group is your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success.
We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.
The Role
The position involves overseeing a team of agents responsible for contacting players via email and phone regarding reactivation and deposit issues. This role includes organizing task schedules and rotations, monitoring agent performance metrics (KPIs), and ensuring agents have the necessary tools and structure to perform their duties effectively.
Responsibilities
- Understanding player movements, actions and activities with the intention of identifying possible reasons for failed deposit attempts.
-
Distributing and verification of lists and KPIs
-
Distributing tasks and ensuring solid Task Rotation
-
Creating schedule to ensure business coverage at all required times.
-
Verifying outcomes of contacted players
-
Understanding of the payment issues that player is facing.
-
Understanding and maintaining flows of PSPs to assist and re direct players.
-
Ensuring Failed deposit channels are monitored at all times and response times are up to par.
- Proactively keeping up to date with internal procedures and communicating to team members.
- Ensuring Task Handover is compiled accordingly.
- Scheduling Hot desk seating
- Working closely with internal departments, especially VIP and Payments.
Requirements
-
Strong understanding of Payment Systems within the gambling industry
-
Strong customer service skills
-
Experience in managing teams
-
Experience in setting up schedules and tasks
-
Experience in Sales considered an asset
-
Reliable and Independent worker
-
Able to work shifts and weekends when required when issues arise
-
Fair and honest management skills
-
Experience in preparing and calculating KPIs essential
What we Offer:
- Attractive remuneration package.
- Wellness benefit (after probation).
- Optician/Spectacle and Blue Lens Benefit (after probation).
- Health Insurance (after probation).
- Breakfast/lunch all week.
- Monthly snacks allowance.
- Training support.
- Refer a friend bonus.
- Modern office facilities.
- Exciting Company Events.
- Relocation package (if applicable).
You should not apply if ...
- You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We`re looking for team members who will put in the work that others won`t.
- You cannot take constructive feedback.
- You can`t handle stress and pressure.
- You have the mindset of "Quick Money", this is a marathon, not a sprint.
- You do not embody our core values.