Customer Experience Agent

KEY RESPONSIBILITIES

We have an opportunity for a Customer Service Support / Customer Experience Agent to join our team, working closely with the in-country team as well as the multiple stakeholders based in Zambia and South Africa.

The ideal candidate will be responsible for but not limited to:

Contact Centre:

• Overseeing the Contact Centre and capturing sentiments before they explode for quick resolution in different departments
• Providing world-class service to all our Customers.
• 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 timeframe and manner.
• Ensure complete communication and volume before shift handover
• Ensuring that any and all communication with our customers is of the required standard and expected quality.
• Continued self-improvement through ensuring up skilling and training is requested when the need arises.
• Attending to walk in customer and resolving any queries.

Arena:

• Assist customers in technical issues and help with problem solving.
• Oversee day-to-day operations.
• Provide support to management and business units when a business disruption occurs
• Assist the Management/Customer care Lead with other projects and duties when requested
• Enhance activations, follow up on bet winners and ensure feedback is properly done.
• Test networks to see accessibility.
• Facility management
• AML
• Regulators
• Compliance
• Increasing sign ups

Social Media:

• Providing world-class customer care to all prospective clients within our social media environments.
• Managing all social media channels in line with the departmental strategy and social media requirements and guidelines.
• Creating and suggesting exciting and relevant content that increases brand awareness within customers.
• Create content relevant to identified business personal
• Enhancing / improving the experience and relationships with our sports betters / punters by actively listening within the business SM space so as to offer insights on improving customer needs and experience
• Focus on driving positive customer sentiment and highlight possible developmental areas for improvement
• Liaising with Senior Agents / Floor Managers to convey/highlight any issues and/or complaints that may affect the business as a whole, our punters and internal clients/stakeholders negatively

*This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

SKILLS AND EXPERIENCE REQUIRED

• Minimum of 2 years’ customer service experience within a large volume call centre.
• Has a good knowledge of sports and sports betting practices and can communicate / educate on sports betting markets and terminology to inexperienced bettors and staff.
• Good understanding of the different platforms such as Facebook, Instagram, YouTube and Twitter.
• Good Customer Service/Interaction
• Excellent 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