Client Support Agent (Nights)

The Client Support Agent is responsible for ensuring all Matchbook.com Users have an exceptional betting experience. This is achieved through outstanding Customer service, constant process improvement and constructive product feedback.

Client Support Agents exhibit the highest level of expertise on Matchbook.com features, functionality and Customer satisfaction. They are the subject matter experts and relationship management professionals that “go to bat” for our Customers.

Client Support Agents will work alongside a multi-disciplined team that is responsible for all aspects of our Client facing business ranging from website maintenance to key Client account management. Client Support Agents will also work closely with marketing, software development and project management teams.

This is an excellent opportunity to enter the fast-paced world of the online gaming industry, develop your skills and to be at the centre of something special.

A good knowledge of sport & sports/exchange betting is required for this role.

The main areas of day to day focus in this role are:

  • Retail and B2B Client Support (live chat, email and phone)
  • Ad-hoc reporting/data analysis
  • Fraud Analysis and Regulatory Compliance monitoring
  • Promotion management
  • Technical Troubleshooting
  • Client escalation handling
  • Partner Support
  • Client funds and payment management

Classroom and on-the-job training will be provided.

What we are looking for:

  • Knowledge of sports betting and comfortable working with odds
  • Strong Client service experience & Customer focus.
  • “Tech savvy” (web, social media etc.)
  • Excellent phone and written communication skills
  • Confident, friendly personality with excellent people skills.
  • Outstanding team working ability.
  • Excellent attention to detail & organisation skills
  • Ability to work under pressure and adapt to rapid change
  • Keen problem solving and investigative skills
  • Hardworking, dedicated and able to work with minimum supervision
  • Flexibility on working hours (evening and weekend will come into play)
  • Proficient with a wide range of office software (Word, Excel & PowerPoint minimum)
  • 2nd language a distinct advantage

Xanadu is an equal opportunities employer