Sportserve forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first class sports betting experiences and casino products for our users worldwide. Along with Sportion, TechSpirit, Standard Focus and Sportelligent, we are the driving force behind the world renowned sports betting company and our flagship brand, Dafabet.

Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations and Media. We pride ourselves on having a diverse and international culture that embraces the global community and acts locally. We offer office based, hybrid and remote work on permanent and consultancy contracts all over the world, making us the true global employer of choice.

What you'll be getting up to: 
 

The Central Product Services (CPS) Executive is a crucial member of our 24/7 operations team, responsible for delivering comprehensive multi-product support across all brands and departments within our organisation. This role requires a highly organised, proactive, and detail-oriented individual who can effectively manage a wide range of operational tasks, including bonus management, data analytics, customer support, and account management. The CPS Executive plays a vital role in ensuring seamless operations around the clock, particularly during off-hours, and serves as a key liaison between various teams and departments.

The commitment to 24/7 operations is essential to the success of this role.

KEY RESPONSIBILITIES

Bonus Management:

• Facilitate the accurate checking, awarding, and tracking of bonuses across multiple products
• Ensure timely and correct bonus distribution in line with promotional guidelines and company policies
• Maintain detailed records of all bonus transactions and provide regular updates to relevant stakeholders

Data Management & Reporting:

• Conduct regular data gathering and analysis to track player statistics and performance across all product verticals
• Generate comprehensive reports that provide insights into player behaviour, product performance, and promotional effectiveness
• Update and maintain specialized databases that support various departments, ensuring data accuracy and availability for strategic decision-making

Customer Support & Resolution:

• Handle and resolve a wide range of customer inquiries and concerns related to accounts, bonuses, transactions, and betting, escalated through internal teams or directly from customers via email and chat
• Provide timely and effective solutions to complex issues, ensuring high levels of customer satisfaction and compliance with company policies
• Work closely with product teams to address and resolve any technical or operational issues impacting customers

Withdrawal Approvals:

• Manage the approval process for customer withdrawals within the Sports product, ensuring that all transactions are verified and compliant before being processed by the Payments team
• Collaborate with the Payments team to streamline the withdrawal process, reducing delays and enhancing customer experience

Account Management:

• Oversee various aspects of customer account management, including the opening, suspension, and closure of accounts, setting betting limits, and clarifying player matches and bet outcomes
• Ensure all player transactions are processed accurately and efficiently, adhering to regulatory and company standards
• Address and resolve issues related to wagering requirements, bonuses, and other account-related concerns promptly

Operational Support:

• Provide essential operational support to other departments, particularly during off-hours when product teams are unavailable
• Assist in the development and implementation of operational procedures and best practices to improve efficiency and service delivery
• Monitor and report on operational issues, ensuring they are escalated and resolved in a timely manner

Ad-hoc Responsibilities:

• Take on additional responsibilities as assigned by management, including participation in special projects, initiatives, and cross-departmental collaborations
• Stay informed about industry trends, regulatory changes, and emerging technologies that may impact the business, providing insights and recommendations as needed

QUALIFICATIONS

• A college bachelor’s degree is required, relevant degree preferred such as in Healthcare, Auditing, Accounting, Education, Business, Finance, Associate, Business/Administration, Pharmacy, or Economics
• Fresh graduates are welcome to apply
• Strong English communication and interpersonal skills
• Proficiency in Google Docs and Microsoft Office is essential
• Positive attitude towards work and a proactive approach to problem-solving
  
• Ability to meet deadlines and manage time effectively in a fast-paced environment
• Strong organizational skills, with the ability to prioritize tasks and manage multiple responsibilities
• Highly motivated and able to act independently without direct supervision
• Creative problem-solving skills, with the ability to work across the organization to resolve issues
• Punctuality and willingness to work on holidays, and rest days, and render overtime if needed
• Reliable, trustworthy, and keen on details
• Team player with versatility and an organized approach to work

SKILLS & COMPETENCIES

• Business Awareness: Understands the company’s operations and objectives
• Analytical Skills: Strong problem-solving abilities
• Quick Thinking: Ability to learn and adapt quickly
• Teamwork: Works effectively within a team
• Communication: Clear and effective communication skills
• Self-Confidence: Resilience and good judgment in decision-making

MINDSET COMPETENCIES

• Embrace Challenges: Welcomes and tackles challenges head-on
• Growth Mindset: Understands that effort is essential to building new skills
• Desire to Learn: Continuously seeks to improve and acquire new knowledge
• Feedback-oriented: Welcomes constructive feedback and uses it for personal & professional growth
• Resilience: Sees failure as an opportunity to learn and improve

**Applications in English only please

Diversity & Inclusion

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn’t just the right thing to do, it’s also the smart thing.