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Full-time
Posted 6d ago
~40 hrs/week
Responsibilities
The Safer Gambling Analyst will monitor and analyze player behavior to identify potential addiction risks and provide support to vulnerable customers. They will also collaborate with the leadership team to improve operational processes and promote a culture of responsible gaming.
Requirements
Candidates should have experience in senior customer service or responsible gambling roles with strong telephone communication skills. Proficiency in English is mandatory, along with an analytical mindset and a solid understanding of regulatory compliance.
Full job description
Purpose of Role:
The Safer gambling analyst will be based in Cape Town and will liaise with customers by email or phone to ensure a responsible gaming experience whilst continuously improving our safer gambling operations.
Duties and Responsibilities:
Analyze risk-scoring alerts to identify potential addictive behavior, contact players who are at risk by phone or email and provide support according to internal policies and procedures in relation to additional checks and self-exclusion reactivations.
Monitor and review follow-up cases on a daily, weekly and monthly basis.
Escalate complex cases with recommendations to the Safer Gambling Leadership team to ensure player protection is safeguarded.
Adopt a solution-focused approach to assist vulnerable players.
Recommend changes and/or amendments to Safer Gambling operational activities and processes.
Work closely with the Safer gambling manager to instill a culture of Safer Gambling through promoting awareness throughout the company.
Requirements and Competencies:
Experience in telephone interactions, ideally in a senior customer service position or responsible gambling.
Ability to deal with challenging customer interactions by phone and email.
You are an empathetic individual with the ability to listen effectively and understand others.
You have a keen willingness to learn and strive to improve business operations whilst prioritizing player protection.
A team player with a positive mindset and a flexible approach.
You are an analytical thinker with excellent attention to detail.
An interest in and understanding of regulation and compliance.
You enjoy working in a fast-paced, dynamic environment.
Fluency in English is mandatory.
Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process.
By submitting your application, you agree that we process your data in accordance with our Privacy Policy for the management of your candidature to any of the positions we offer.
Moonspin was founded in 2013 and built on exceeding our customer’s expectations, by delivering world class customer service and providing our customers with the latest technical offering. We pride ourselves on our ability to provide flexible, multilingual support 24/7 coupled with an experienced IT/Tech and Support teams. We focus on what matters most, our customer and their experience.
Offices: 3rd Floor, Sable Park, 1 Bridgeway, Century City, Cape Town , Western Cape 7441, ZA
Customer SupportRisk & FraudComplianceITand TechSoftware EngineeringInformation TechnologyFraud DetectionWeb Development
How many Customer Service & Support jobs are open in Cape Town, South Africa right now?
There are currently 555 open customer service & support positions in Cape Town, South Africa listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Cape Town, South Africa?
Companies currently hiring include Marriott International Hotels, Inc., Old Mutual South Africa, EXL, WNS, Accor, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Cape Town, South Africa?
Yes — 118 of the 555 open customer service & support positions offer remote or hybrid work (43 remote, 75 hybrid).
How do I apply for Customer Service & Support jobs in Cape Town, South Africa?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.