ESSENTIAL EXPERIENCE

• Minimum of 1 year of experience in the iGaming industry, with a strong understanding of its unique operational demands.
• Proven experience in customer-facing roles, demonstrating excellent interpersonal skills.
• Demonstrated experience with customer communication over the phone and via email, with a clear and professional communication style.
• A proactive and results-oriented approach to customer service, with a focus on problem-solving and customer satisfaction.
• Strong attention to detail and ability to follow strict regulatory guidelines.
• Ability to work effectively in a fast-paced, dynamic environment.

WHAT WILL YOU DO?

As an Account Servicing Executive at Midnite, a leading UK sportsbook and casino, you will play a crucial role in ensuring our customers have an exceptional and frictionless experience. Operating within a highly regulated environment, you will be instrumental in profiling new players, guiding them through their customer journey from initial sign-up, and ensuring their ongoing activity is seamless. Your focus will be on ensuring customers are onboarded seamlessly during KYC & AML processes, all while delivering outstanding customer service. You will act as a primary point of contact for our valued customers, resolving queries efficiently and proactively identifying opportunities to enhance their overall satisfaction and loyalty.

RESPONSIBILITIES

• Help customers with any problems that arise when playing at Midnite, providing empathetic and effective solutions.
• Profile customers to ensure they are directed to the appropriate teams for specialised support, ensuring a tailored approach to their needs.
• Help profile and segment customers based on their needs.
• Make proactive calls to customers to ensure their satisfaction with the service provided and to gather valuable feedback.
• Assist customers via email with document and compliance requests to facilitate a seamless experience, ensuring all regulatory requirements are met.
• Maintain accurate and detailed records of customer interactions and transactions within our CRM system.
• Collaborate closely with compliance, fraud, and support teams to escalate complex issues and ensure timely resolution.
• Educate customers on Midnite’s products, features, and responsible gaming tools.
• Flexibility to work ad-hoc evenings and weekends as and when required.