International All Sports Limited

CUSTOMER SERVICES MANAGER

Global gaming and wagering company looking for a Customer Service Manager to perform the following duties and responsibilities within the Customer Services and Risk Department with particular emphasis on the Customer Service and Responsible Gambling areas.

Successfully lead a call centre team

Enjoy working for a growth orgaisation?

Affinity for sports and sporfs betting especially thoroughbred racing

Responsibilities and key performance indicators

Customer Service

Work closely with department heads, eg, Marketing, Finance, IT to effectively build relationships and work with other managers across functional areas to ensure timely and high quality project completion.
Draft and prepare reports to senior management on Customer Service centre statistics and ensure that service levels are optimised.
Outbound / Inbound telesales and cross selling of products and services
Train and coach customer services staff in all aspects of Company policies, procedures and systems ensuring their compliance.
Construct and implement revised departmental personnel structure, including revised job descriptions.
Coordinate the shift roster and ensure adequate cover at all times, 24/7.
Team building and sustaining office moral through regular feedback and coaching sessions to drive continual improvement within the team.
Provide front line quality assurance service and best practices for players
Player Identification Management
Resolve a wide array of player queries, including account dispute, sign up difficulties, payment request, etc
Investigate and respond to disputes raised with the NT Racing and Gaming Commission
Shift report summaries including daily client dispute report
Processing of client withdrawals on a daily basis
Data Cleansing – Accurate customer detail record-keeping
Member Pack Distribution and Return Mail
Syndicate Operational Management
Product Monitoring - Quality Control and daily report on systems and products.

Fraud – e Commerce and Risk

Responsible for Ecommerce and Risk Management on all product offerings
Ensure all Money-in and Money-out mechanisms are optimised and minimise credit card fraud
Create, implement and document procedures and controls to reduce risk and maintain cost of fraud rates in accordance with set budgets
The introduction of a concentrated staff training programme for fraud detection
Evaluate and recommend effective risk profiles for new funding mechanisms
Conduct trends-analysis to identify patterns to combat fraud and ensure balance between fraud reduction and ensuring that genuine transactions are not hindered
Proprietary background checks and credit investigations on potential VIP customers
Work closely with Finance team, e-cash service providers and business analysts to develop fraud prevention tools and understand fraudulent activity
Ensure executive management is continually updated on fraud-related matters that will affect their strategies
Daily report on actions taken.

Responsible Gambling

Enforcement of the Company’s Responsible Gambling Code in accordance with licence jurisdiction compliance requirements
Monthly reporting of potential responsible gambling issues
As the Responsible Gambling Liaison Officer ensure staff are fully trained and informed of company policies and obligations
Participate with the NT Gambling Reference Group and The Responsible Gambling Advisory Committee
Developing and implementing policies and procedures throughout the organization to ensure compliancy.

For further information or to apply, email your resume to Monique Milenkovic, Human Resources, email: jobs@iasbet.com