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Position Details
Reference No.
Customer Support - Trading/Monitoring Departments VAC-17745N
Employment Type
Full Time
Available Positions
Posted On:
Contact Details
StaffMatters Recruitment
Contact Person
Administration Team
4th floor Limassol Roussos Tower, Corner Anexartesias & Kyriakou Matsi
Job Description

Our client and international sports betting company with offices in Cyprus and abroad are looking to expand their presence here in Cyprus and grow their team in Limassol.

They are looking to hire a team of 6 staff for their Customer Support - Trading/Monitoring Departments with the following requirements:

The ideal candidates will have/be:

Trading/Monitoring requirements

Good understanding of betting odds, markets and rules

Able to show customers where markets/selections reside, explain what they relate to and calculate any complicated returns on bets placed.

Interpret the rules and supply consistent, correct information to customers with regards to any queries

Monitor bet flow and have the ability to identify abnormal activity

Have excellent all-round sports knowledge

Very strong written communication skills in both English and Greek

Employees will need to provide Traders with clear details of any queries they receive, via messaging (slack) or email.

Provide clear details of any problems to 2nd line Tech support

Ability to follow clear processes to a resolution

Technological competence

Ability in using excel/stats-based programs would be beneficial

Clear aptitude for picking up new platforms/services quickly

Personal Traits



Ability and flexibility to work non standard office hours

Customer Support requirements:

Respond promptly and effectively to incoming customer enquiries through various channels including: live chat, phone, email, Whatsapp and Social Media.

Perform outbound calls for more complex situations (especially related to payments).

Guide customers through the site and/or mobile phones and assisting them in using the various services and products offered.

Work closely with Fraud and Payments Team, but also with Trading Teams.

Provide first level troubleshooting technical support to customers.

Ensure that more complex customer issues (related especially to Marketing Campaigns and Technical Area) are escalated to the Team Leads

Feedback recurring customer issues to Team Leader/Manager

Respond and action requests from the Management team.

Must have:

Strong verbal and written skills in both Greek and English languages 

Excellent all-round sports knowledge

Good understanding of betting odds, markets and rules to respond promptly and effectively to incoming customer enquiries

Ability to perform outbound calls and guide customers through the site and/or mobile phones and assisting them in using the various services and products offered.

Understanding suspicious activities and work closely with Fraud and Payments Team, but also with Trading Teams.

Excel calculations, explaining to clients any complicated returns on bets placed

IT routine troubleshooting, PSPs, betting information

Marketing studies and experience: - knowledge of paid marketing channels and technologies, including paid search (Google), retargeting, and social network advertising (Facebook, Twitter, Instagram, YouTube); monitoring and improving same

Personal traits such as sociable, responsible, flexible .

Due to the nature of the sports betting industry, the role will require flexibility with working hours and days which will include shifts on a rotational basis from Monday - Sunday with the following shifts: 08:00- 17:00, 15:00- 24:00 and 24:00- 08:00. (never more than 5 days and 40 hours per week)   

The client is offering a competitive salary of between 1300 - 1800 Euros gross per month x 12 salaries based on experience plus bonuses based on performance and an environment that encourages and promotes personal and professional development.  

Other Requirements

To apply for this vacancy, please send your CV to admin@smstaffmatters.com quoting the above Job title along the VAC number or alternatively call +357 25341383  for more information.