Customer Account Specialist

Your daily pitch

The goal of this role? To boost customer lifetime value, retention, and engagement through proactive, personalized 1:1 experience. Focused on outbound calls, it identifies opportunities to connect across all channels, understand needs, provide product guidance, and drive upselling to improve satisfaction and business results.

Your playing field

• You'll maximise customer experience and long-term value by proactively engaging customers and ensuring they play responsibly and within their limits.
• You will conduct outbound calls and personalised communication (phone, email) to strengthen customer relationships, deliver tailored offers, and identify upselling opportunities.
• Find innovative ways to reach customers to increase engagement, retention, and conversion potential.
• Act as an escalation point for valuable customers when frontline customer support cannot resolve an issue. Make outbound calls to personally support the customer, provide solutions, and ensure their experience remains seamless.
• Ensure all customer interactions follow best practice KYC, AML, and Responsible Gaming processes, providing a secure environment and escalating concerns when required.
• Deliver an elevated level of personalised service across all touchpoints, ensuring seamless communication and timely responses to customer needs.