Assistant Casino Manager at SportPesa

Duties and Responsibilities

• Technical support – Liaise with Customer Service teams throughout the estate and iforium / game providers to understand and document player disputes and ensure disputes are handled promptly, efficiently and fairly.
• Customer Service support – To ensure the customer service team are aware of issue progress.
• Defect management – understand when there are issues with the wallet or game launch and be able to raise tickets and requests urgently.
• Graphical representation on the website (banners). – responsible for sourcing the assets for the banners to be used during marketing campaigns, promotions or site refreshes.
• Games / Provider roadmap curation – be aware of upcoming releases, provider expectations and promotional competitions.
• Game Compliance procedures – ensure games are offered compliantly in the jurisdiction they are enabled in. Acquisition of required certifications etc. (IOM and South Africa markets)
• Internal Casino enhancements – work closely with the Casino Manager to propose new changes to the Casino platform.
• Customer Monitoring – (In partnership with Casino Technical Support Manager) Actively review Customer behaviour and transactions to understand any patterns in potential technical loopholes, cheating.

Qualifications

• Casino gaming industry experience – working within the casino sector, specifically the online casino product vertical
• Knowledge of Gaming products (casino, virtual, slots etc.)
• Strong knowledge of casino games and play, risk management; ability to profile players effectively.
• Experience managing email campaigns, including production, copywriting and reporting.
• Comfortable working with basic html.
• Knowledge in basic computer, internet & software usage.
• Knowledge in calculation and Mathematics.