We are an international Sports betting company searching for Customer service Executive to join our team.  We are the best online sports betting company in the continent of Africa. 

Duties & Responsibilities

• Communicating to customers through various channels. (calls, chat, emails)

• Acknowledging and resolving customer’s complaints promptly.

• Keeping records of customer engagements on CRM.

• Ensure customer satisfaction by providing professional service across all channels.

• Empowering customers with product knowledge and basic troubleshooting where required.

• Ensure that issues are resolved on FTR (First time resolution) basis where necessary

• Keep track of all customer feedbacks and forward to the lead on shift.

• Escalate issues that cannot be resolved on FTR or FCR basis.

• Follow up for feedback on escalated issues.

• Ensure all are escalated within SLA and follow up on resolution with customers.

• Plan and manage all customers within the agreed AHT for calls & chats.

• Provide insight into issues/challenges faced by customers were relevant for decision.

• Working location - Any Locations as assigned by the management or supervisor

Required Skills, Proficiencies, Competencies:

Excellent communication skills, good knowledge of social media, Proactive, Team Player, understand customer needs, MS Office, Open office.

• Team Player

• Operational Excellence

• Creativity & Innovation

• Business Know-How

• Working with Change

KPI

• Handle all queries in a polite, professional manner

• Probe and trouble-shoot customer queries, and provide a suitable and satisfactory solution

• Educate customers on services and processes

• Escalate any issues to the Team Leader

• Achieve agreed KPIs and Objectives

• Attend coaching sessions with Customer Service Supervisor

• Attend coaching sessions with Customer Service Supervisor

• Adhere strictly to shift schedules

• Adhere to laid down internal policies, procedures and processes

• Work collaboratively with the team