Trading Operator - Day Shift

PointsBet; Darwin; On-site; AUD 55,000 - 75,000; Full time

Job summary

PointsBet Darwin is hiring a Call Centre Operator to join a fast-paced team. You will handle live telephone betting, answer inquiries, and ensure accurate settlements while safeguarding confidentiality of customer data.

The role requires weekend availability and a 38-hour, full-time schedule, with potential consideration for casual candidates with flexible availability. Join a diverse team dedicated to delivering an exceptional betting experience.

Qualifications

• Excellent communication skills (verbal and written).
• Attention to detail and accuracy.
• Ability to use phone betting systems and betting platforms.
• Problem-solving to address inquiries and settlement discrepancies.
• Strong organisational skills and documentation/reporting.
• Flexibility to work shifts, including weekends/public holidays.
• Customer-first mindset and service focus.

Responsibilities

• Telephone Betting: engage with customers by phone to place live bets and deliver service.
• Settlement: execute payouts, monitor events, and resolve discrepancies.
• Trading Content: ensure site health, update market information, and review content.

Skills

Communication skills

Attention to detail

Phone betting systems

Problem solving

Organisational skills

Shift work availability

Customer service

Job description

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 customers are at the heart of everything we do, and with your experiences, you will play a pivotal role in fostering client relationships and delivering an exceptional experience. 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

Ideally, you'll have flexible availability to work Tuesday to Saturday, with shifts rostered between 7am and 10pm.

• Weekend availability is required.
• This is a full-time, permanent opportunity (38 hours per week).
• We are also open to considering casual candidates with flexible availability.

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.