Customer Engagement Specialist - Full Time

Job description

The Customer Engagement Specialist is responsible for proactively engaging customers who encounter friction points that may prevent account activation, ongoing engagement, or long-term loyalty. Through personalized outreach and consultative problem-solving, the Specialist removes barriers, resolves issues, and re-engages customers to maximize retention and revenue opportunities.

Responsibilities

Conduct outbound outreach to customers identified through Service Recovery programs. Assist customers who abandon registration, verification, or funding processes. Support KYC completion, failed deposit recovery, and source-of-funds documentation requests. Engage high-value prospects and newly registered customers to drive activation and first-time deposits. Reactivate dormant and inactive customers through personalized outreach.

Coordinate with Customer Service, VIP, Retention, Payments, and Product teams to resolve issues. Document customer interactions and identify recurring customer pain points. Serve as a customer advocate by escalating trends and process improvement opportunities.

Qualifications

2+ years of experience in customer service, retention, sales, hospitality, account management, or customer success. Excellent verbal and written communication skills. Strong relationship-building and problem-solving capabilities. Experience using CRM and customer engagement platforms. Ability to work in a performance-driven environment with measurable goals. Gaming, sportsbook, casino, financial services, or telecom experience preferred.

ADDITONAL

REQUIREMENTS

Customer activation and conversion rates First-time deposit conversions Customer reactivation volume Revenue recovered and retained Outreach productivity and quality scores Customer satisfaction metrics Resolution completion rates