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Customer Advisor Sportsbook
hace 3 semanas
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.
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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).
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community and get matched today
