Job Overview
Tittle: Customer Support Agent
Number of candidates: 6 agents
Requirement:
Excellent level of English and Swahili
Excellent interpersonal and communicational skills in English and Swahili
Ability to work 24/7
Very good Computer skills (knowledge of Microsoft Office tools)
Good technical troubleshooting skills
Team Player with positive “can do” attitude
Ability to learn and adapt in a fast and dynamic, multinational, multilingual and
multicultural environment;
Previous experience as a Customer Services or Sales representative – a must
Previous experience in the Gaming – an advantage
Experience in Sales domain – an advantage
Results-oriented (being Customer Support and/or Sales ones)
Ability to cope with various tasks and on some occasions to react under pressure;
Willingness to work a flexible schedule to include weekends, possible holidays and
occasional overtime when needed.
Core Responsibilities:
Assist to the customers with any query that arises through available communication
channels
Resolve customer queries while keeping both the company and customer’s best interest in
mind
Provide online troubleshooting by using the available communication channels
Achieve up-sales, conversions and decline solutions by chat and phone calls
Work according to departmental and company protocols and work procedures
Provide an excellent level of service and making sure that the customer’s request is
answered and assisted within SLAs, in order to contribute to an excellent customer
experience with us
Perform proactive phone calls to customers according to predefined segments
Report to the relevant departments regarding site issues, in accurate content and trouble
shooting
Manage personal performance report on a daily basis
Maintain a clean work environment and respect office equipment.
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Responding promptly to customer inquiries.
Knowing our products inside and out so that you can answer questions.
Keeping records of customer interactions, transactions, comments, and complaints.
Communicating and coordinating with colleagues as necessary.
Providing feedback on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Handle Chat Support, Inbound calls and answer emails from customers.
Deliver an attentive and comprehensive service to our customers based on Sports Betting product, account problems and first line support.
Delivering a high level of customer service to players regarding their queries and inform them about promotions and other products
Engage potential customers in dialogue that open opportunities
Support and guide customers with all requests and escalating and following up when necessary.
Meet company expectation for excellent customer service
Maintain a friendly, professional tone at all times
Function as part of the team with sincere enthusiasm
Take relevant notes on all call for future use and enter into database
Send only your CV to: [email protected]
Deadline: 10 th October, 2022.
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