Customer Service Representative

hace 6 días

Ciudad de México, Ciudad de México Reelu A tiempo completo

Reelu is a leading partner company supporting businesses in the iGaming, finance, and sportsbook industries. We are currently seeking a Customer Service Representative & Advisor, hybrid role, for Hard Rock Bet Mexico.

Register to Reelu Talent
community and get matched today (Enter email, upload CV and let our Career coach, Kai, do the magic.)

Customer Service Representative & Advisor

The ideal candidate will serve as the first point of contact for our brand within the Mexican player base, delivering high-quality support across our digital platforms and ensuring a seamless experience from registration through withdrawal.

Responsibilities

  • Assist players with complex sportsbook queries, including bet settlements, market explanations, and & "cash out" functionality.
  • Handle user verification (KYC) processes in accordance with Mexican regulations and internal security protocols.
  • Resolve technical issues regarding the platform, payment gateways (SPEI, OXXO Pay, etc.), and promotional bonuses.
  • Identify "at-risk" players or high-value VIPs, providing personalized communication to enhance loyalty.
  • Monitor player behaviour for signs of problem gambling and escalate according to company policy.
  • Provide basic support for slots, live dealer tables, and RNG-based casino games (optional)

Qualifications

  • Industry Experience: Minimum of 2 years within the online gambling (iGaming) industry.
  • Sports Expertise: Extensive knowledge of sports betting mechanics (Handicaps, Over/Under, Parlays) and a passion for major leagues (Liga MX, MLB, NFL, NBA).
  • Communication: Exceptional written and verbal communication skills in Spanish; ability to translate complex betting terms into simple instructions.
  • Tech-Savvy: Proficiency with CRM tools (Zendesk, Salesforce, or Freshdesk) and live chat software.
  • Analytical Thinking: Ability to quickly spot fraudulent patterns or irregular betting activity.

Preferred:

  • Deep understanding of the Mexican gambling landscape and player preferences.
  • Availability to work flexible shifts, including weekends and evenings (coinciding with major sporting events).

Our Storyboard is an essential part of our hiring process and directly influences our decision. Based on our experience with partners, only Storyboards that are at least 70% complete are submitted for consideration. We have many great opportunities in the pipeline, so we encourage our talent to complete their storyboard today.

Register to Reelu Talent
community and get matched today

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