Responding to all incoming customer queries, via all contact mediums including but not limited to : calls, live chat, e-mail, Social Media, WhatsApp.
Strive for first-contact-resolution’ on all customer queries. Ensuring that all communication and volume received during the respective shift is dealt with in the required time frame and manner.
Staying beyond shift hours to complete communication and volume received during the respective shift to ensure a clean shift handover.
Ensuring that any and all communication with our customers is of the required standard and expected quality. Follow company policies and procedures to ensure the retention of all customers.
Completing assigned outbound tasks within the required time frame. Liaising with the Senior Agents / Floor Managers to hand over customer related issues.
Monitoring internal systems and informing the Floor Manager on duty if these are not operating, or responding, correctly.
Enhancing / improving customer experience and relationships. Performing consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our customers.
Continued self-improvement through ensuring up skiling and training is requested when the need arises. Operating as part of a team / unit.
Correctly escalating queries to other departments (should the need arise). Follow company policies and procedures when recording all communication with our customers.
Follow company policies and procedures when escalating queries to other departments (should the need arise). SKILLS AND EXPERIENCE REQUIRED Must be available immediately as this is a fixed term contract Must be fluent in Pidgin English spoken and written Must have passion and good knowledge of sports, sports betting and betting markets A clear voice and excellent telephonic and written communication skills.
Intermediate computer proficiency (specifically MS Office and internet applications). Typing skill and accuracy of an average of 40 words per minute with 90% accuracy.
Strong attention to detail and distinct ability to identify and solve problems. The ability to swiftly adapt to changes in workplace and industry.
A strong work ethic and sense of responsibility. Target and quality driven nature. Ability to multi-task and work well under pressure Solution oriented self-starter with a can do attitude Responsible individual with good timekeeping REQUIRED QUALIFICATIONS Must have : Matric / Grade 12 (or equivalent) qualification.
Beneficial : Customer Service diploma (or equivalent qualification) Social Media and IM experience and qualification Proficiently speak, read and write additional African languages outside of Afrikaans and English ADDITIONAL REQUIREMENTS Must be willing to work shifts.
The Call Centre is a 24-hour operation and agents work on a rotational shift basis Essential must have own (reliable) transport Must be flexible on overtime (should it be required) Job Types : Part-time, Contract Experience : Customer Service : 2 years (Required)