Customer Engagement Agent

Role Overview

The Customer Engagement Agent will spearhead customer acquisition, engagement, and brand loyalty initiatives for SunBet by facilitating on-site activations, managing events, and interacting directly with customers. This position prioritizes identifying and nurturing high-quality leads, fostering both new and existing customer relationships, promoting SunBet's offerings, and delivering expert support within the online sports betting and gaming arena.

Key Responsibilities

• Engage actively with potential and current customers at SunBet activations and events to generate qualified leads and expand business opportunities.
• Advocate the advantages of registering and actively using a SunBet account.
• Educate customers on the processes involved in placing online sports and casino bets.
• Address technical, account, and customer service inquiries efficiently, ensuring proper resolution.
• Collaborate with relevant departments to research and resolve complex customer issues.
• Follow up with new and existing customers to collect needed FICA documentation.
• Leverage customer interactions to produce referrals and support acquisition efforts.
• Oversee the coordination of SunBet activations including scheduling, venue bookings, and logistical arrangements.
• Communicate activation details clearly with customers, venue managers, event organizers, vendors, and internal teams.
• Conduct venue and equipment readiness checks before activations.
• Participate in exclusive SunBet VIP events to boost brand visibility and promote the VIP program.
• Conduct in-person engagement to establish rapport with customers and guests, aiming to secure future opportunities.
• Maintain daily tracking and reporting of leads generated from promotional activities.
• Complete administrative follow-ups post-activation, including recording attendance, leads, and other documentation.
• Deliver courteous and professional service to enhance brand loyalty and position SunBet as the preferred online gaming and sports betting brand.
• Take full ownership of customer inquiries, ensuring timely follow-through to resolution.
• Provide feedback post-activation and campaign to help improve future events.
• Monitor service delivery and escalate any challenges as necessary.
• Adhere strictly to company policies, procedures, regulations, and internal controls.

Essential Skills and Competencies

• Proficient in customer engagement, relationship management, and lead generation.
• Knowledgeable in sports and the sports betting industry.
• Skilled in sales tactics including persuasion, upselling, and customer acquisition.
• Strong customer service orientation with a focus on creating positive experiences.
• Experienced in event and activation planning and management.
• Adept at communicating with various stakeholders and networking.
• Excellent written and oral communication skills.
• Comfortable engaging customers both on telephone and face-to-face.
• Proficient with Microsoft Office suite and Customer Relationship Management (CRM) systems.
• Experienced in verifying, documenting, and maintaining accurate customer records.
• Aware of regulatory frameworks including FICA, POPIA/POPI, and the Consumer Protection Act (CPA).
• Capable of following procedures, policies, and internal controls consistently.
• Effective in resolving customer queries with urgency and professionalism.
• Skilled in conflict management and problem-solving.
• Demonstrates emotional resilience and the ability to perform under pressure.
• Energetic, enthusiastic, and socially confident.
• Strong organizational skills in coordinating resources and events.
• Exhibits ownership, accountability, and results-oriented approach.

Qualifications

• Completion of Grade 12/Matric is mandatory.
• Possession of a Key Gaming Licence (NGB) is required.
• Additional certifications in customer service, sales, or gaming-related disciplines are considered a plus.

Experience

• At least two years working in customer service, contact centers, or sales roles.
• Background in sports or sports betting is beneficial.
• Previous involvement in event coordination, activations, lead generation, or customer acquisition is an advantage.
• Experience with CRM platforms and Microsoft Office suite enhances candidacy.