Description:
Casual Call Centre Operator - Overnight Shift
Fannie Bay, Darwin NT
About Us
Since our launch in Australia in 2017, we’re dedicated to providing customers with an unparalleled betting experience. Our mission revolves around making racing and sports betting easier to understand, fun for everyone and faster. We place no limits on our team’s ability to create customer experiences that redefine the status quo, striving to offer the fastest betting experience in the world. This is where you come in! We are actively seeking a Call Centre Operator to join our close-knit and talented Darwin team.
Our ideal candidate will be passionate about customer service, have amazing communication skills, enjoys working in a fast-paced environment, and thrives in a team built on diversity of knowledge and experience.
Rostering / Shift Availability
- This is a casual position, with the potential to transition into a permanent full-time role for the right candidate.
- Availability for overnight shifts (9:00pm – 7:00am) is required.
- The typical roster consists of four consecutive night shifts, followed by three consecutive nights off.
Role Responsibilities:
Telephone Betting
- Engage with customers via phone to facilitate the placement of live bets.
- Deliver exceptional customer service by addressing inquiries and resolving issues.
- Adherence to confidentiality requirements for all customer information.
Settlement
- Execute Settlement processes to ensure customer payouts are accurate and timely.
- Monitor sports events, odds, and results to ensure accurate settlement of markets.
- Manual resulting of markets and running of scripts to settle markets.
- Collaborate where required, with the Trading team to validate and confirm settlement outcomes, ensuring consistency and accuracy.
- Analyse settlement discrepancies and work to resolve any.
- Re-settlement of erroneously settled markets.
Trading Content
- Ensure that the PointsBet mobile sites and websites have “site health” with respect to promotion, look and feel, pricing and display of key promotional markets.
- Manual creating of markets and running of scripts to update market information.
- The regular sweeping of the website to ensure accuracy, currency and consistency.
- Monitoring website content and product.
- Following documented processes to ensure that 24/7 Content Task Lists items are actioned correctly and efficiently.
Desired Skills and Experience
- Excellent communication skills (verbal and written) with an emphasis on quality service and a customer-first mindset.
- A passion for, and understanding of, sports (not essential).
- An understanding of the wagering industry (not essential).
- Attention to detail and accuracy.
- Ability to use phone betting systems, betting platforms and tools.
- Problem-solving skills to address customer issues and settlement discrepancies.
- Strong organisational skills with the ability to maintain documentation and reports.
- Flexibility to work in shifts, including weekends and public holidays.
Join us in our journey to change the game, innovate daily and create a platform that sports lovers across the globe can trust and enjoy.
Don’t meet every requirement on the job description? That’s okay! We encourage you to apply anyway. We are built different at PointsBet, because we think different. We value diverse perspectives and are excited to hear from applicants with unique skill sets. Your individuality and experience could be the perfect addition to our team.