Customer Retention Associate

2 semanas atrás

Mato Grosso, Brasil Ontario Ltd CO BET99 Tempo inteiro
**Job Overview**
BET99 is Canada's Premiere Online Sportsbook and Casino. Launching in 2020, we have consistently innovated the online gaming landscape every step of the way, exponentially growing our customer base and, in turn, our internal BET99 team We're a fast-paced company and are looking for individuals who live and breathe our core values: challenging the status quo, trust, transparency, integrity, and collaboration.
**Responsibilities**:
Reporting into the Customer Engagement Manager, your key responsibility will be to retain our players to ensure their loyalty and trust in BET99. You will achieve this by:
- **Engaging Players Post-Signup**:
- **Welcome Communication**: After a new player registers, a customer retention agent might be responsible for sending personalized welcome messages, explaining the platform's features, and ensuring the player is comfortable using the site.
- **Onboarding Process**: Guide new players through tutorials or FAQs, helping them understand how to navigate the site, deposit funds, and start playing games.
- **Personalized Communication**:
- **Bonus Offers**: Personalized bonus offers based on the player's game of choice, frequency of play, or deposit activity.
- **Special Promotions**: Exclusive offers, seasonal promotions, or loyalty rewards to keep players engaged.
- **Addressing Customer Issues**:
- **Problem Resolution**: Handle player complaints, troubleshoot account issues (e.g., withdrawal problems, bonus disputes), and ensure timely resolution to prevent frustration and loss of trust.
- **Proactive Problem Solving**: Identify and reach out to at-risk players who may have reduced their activity or stopped playing altogether. Offer tailored incentives, such as a bonus, to re-engage them.
- **Feedback and Surveys**:
- **Customer Feedback**: Actively gather feedback from players through surveys or direct communication to understand their experience with the casino. This information is used to improve the product and services.
- **Exit Surveys**: If a player decides to close their account or withdraw, a retention agent will conduct an exit survey to understand why the player is leaving and offer a resolution.
- **Monitoring Player Activity**:
- **Behavioral Analysis**: Retention agents will use techniques to track player behavior and identify patterns, such as declining play frequency or changes in betting habits. This allows them to proactively reach out to at-risk players with incentives or personalized offers.
- **Churn Prevention**: Detect players at risk of leaving based on activity metrics (e.g., lower deposits, fewer log-ins, or unclaimed bonuses) and send them retention-focused offers, such as a free bonus.
- **Reactivation Campaigns**:
- **Win-back Campaigns**: For players who have been inactive for a certain period, customer retention agents will initiate win-back campaigns, offering incentives like free spins, deposit matches, or no-wagering bonuses to reignite interest.
**Skills and Qualifications**:
- Bachelor's degree or minimum 2 years' work experience in the customer service industry.
- Excellent written and verbal communication skills
- Ability to perform well in a fast-paced and dynamic environment
- Knowledge of sports, online betting, or gaming is preferred
- Zendesk Experience is preferred.
- This role requires full flexibility for availability 24/7 between Monday to Sunday, with all types of shifts (hours will vary) including day shifts, evening shifts, night shifts, and weekend shifts, as per the scheduling completed by management

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