Open Positions at Blueion Support Services

Job Summary

• The Automations Team Lead plays a crucial role analysing and implementing effective automations within the business that services the needs of communicating with customers. This includes implementing and reviewing all elements are in working order and looking for ways to improve processes and performance. Reporting to the business intelligence manager, the automations team lead will be responsible for leading a team of implementation specialists in effectively and efficiently executing on the automation’s strategy.

Duties and Responsibilities:

• Working closely with the individuals in the team, ensuring effective delivery of their workload
• Develop effective and efficient automations for segment journeys.
• Working with the team to help define and drive business priorities based on business value
• Guide the team to be effective in delivery of their KPAs and the departments goals.
• Identify potential process improvements and areas for the team to get involved
• Managing the day-to-day team administration (Holidays / Sick etc…)
• Working closely with the manager to drive efficiencies, understandings and usage across the
• business.
• Drive larger team projects with internal and external stakeholders.
• Manage existing day to day reporting.
• Preparing reports and presentations
• Analyse customer behaviour, market trends and demographics.
• Conducting research on consumer and market trends, target demographics, and competing
• brands.
• Working with the marketing team to inform and develop marketing strategies.
• Monitoring the efficacy of marketing trends through analytical tools and software.

Skills and Qualifications:

• Ideally one year’s management experience, looking after a team.
• Ability to build strong relationships with both the existing team and wider stakeholders.
• Bachelor’s degree advantageous.
• SQL Experience
• Strong analytical skills with the ability to collect, organise, analyse and disseminate significant
• amounts of information with attention to detail and accuracy.
• Previous marketing or CRM experience

go to method of application »

Job Description

• We are looking for a Customer-oriented Service Sales Representative, fluent in English, who has a genuine interest and liking for people. This person will act as a liaison, promote product/campaign information, and resolve any emerging problems that our clients might face with accuracy and efficiency.

Key Duties and Responsibilities:

• Must thrive on Chats, in and outbound calls, showing initiative and strong negotiation skills.
• Apply techniques to convert new registrations and then maintain client retention.
• Personally, develop relationships with clients to forge trust, loyalty, and superior service to enhance the clients gaming experience.
• Work day and night shifts (6am - 6pm & 6pm - 6am). 2 Days on 2 Days off etc. We operate 24 hours a day.
• Communication with clients is via email, phone, and chat.

Minimum Education and Experience required:

• Apply techniques to convert new registrations and then maintain client retention.
• Preferably a tertiary education.
• Must thrive on Chats, in and outbound calls, showing initiative and strong negotiation skills.
• Minimum of 5 years within a call centre environment including night shifts.
• Knowledge of customer service principles and practices.
• Numeric, oral, and written language applications (30+ wpm).
• Fluent in English and Afrikaans 
• Excellent relationship building skills.
• Psychological analysis ability.
• Strong negotiation skills.

Key Competencies to Succeed:

• Vibrant and Passionate.
• Proactive and self-motivated.
• Good team spirit.
• Adaptability.
• Attention to detail and accuracy.
• Ability to work well under pressure.

Desired Skills

• Customer Service Agent
• Customer Service Principles
• Customer-oriented
• Promoting
• Outbound calls
• Client retention
• Customer relationships
• Negotiation skills
• Fluent in English
• Strong sales background

go to method of application »

Job Description

• This role will require you to ensure optimal and efficient processing. Doing this while maintaining VIP player experience and maximizing acceptance rates. Looking at regionalization of deposit methods and cultures while optimizing player experience and minimizing deposit costs. This will entail training new team members and stakeholders on business methods.
• This industry requires you to avail yourself for after hour support and any emergency maintenance required.

Responsibilities include the following:

• Analyzing rejection strategy
• Manage a team of Deposit Specialists.
• Maximize player acceptance rates, behaviour and journeys through analytical data.
• Ensure deposit costs are marginalized.
• Manage players on tiers - New/ regular/VIP through effective whitelisting.
• Timeous reviews of limits and anticipation of core peak revenue times.
• Optimizing all deposit methods on a country level.
• Providing Support for processors that go down or that need to be shut down as well as reduce emergency maintenance.
• Test new processors and take them live (Liaise with Aris with regards to Integration).
• Training of new Team Members coming into the Payments Department.
• Operational reports to management on a daily, weekly and monthly basis.
• Processor operations, to ensure all processors that are active are functioning optimally.
• Communicating to all affected stake holders of all issues affecting casino operations.
• Ensuring all departments processors and procedures are being adhered to across the department.

Skills and Attributes:

• Strong attention to detail.
• Be Technical, ability to make data driven decisions using metrics and ratios to trigger reviews effectively, so we can mitigate risk real time.
• Have a customer centric mindset in aligning processing and player experience.
• Continuous communication with the team. Keep your finger on the pulse of the business.
• Efficiency
• Continuously evaluate and identify opportunities for process improvement by being proactive.
• Have strong Leadership skills and continuously develop them.
• Organization and planning, be able to juggle multiple priorities and projects at any given time ensuring deadlines are met.
• Ability to work under pressure and maintain a friendly disposition.
• Adaptability, this is key to being on top of processing to ensure we think outside the box and keep abreast of industry standards and know our systems and their flaws.

Qualifications:

• Bachelor's Degree required, preferably in Business, Finance or related.
• Experience in iGaming, online sports, or banking.
• At least 3 years of experience in a banking & processing role.
• Broad knowledge of processing and merchant procedures.
• Proficient in Microsoft Office (Preferably Excel).

Advantageous:

• Experience with Scrum and agile methodologies.
• Proficient in Power BI, Jira and Confluence.
• Technically aware, comfortable working with multiple IT systems, databases, and programs.
• Excellent written and spoken English.