Job Summary

To handle customer queries via Social Media, Web Chat, E-mail and Phone; to educate customers on our products and processes. The Customer service Executive is responsible for daily interactions with customers across all channels. Ensuring professionalism across all touchpoints and timely engagement to ensure customers are responded to almost immediately. Constantly work to make the customers happy and keep retain them on the base.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

Duties and Responsibilities

  • Respond promptly and effectively to incoming customer enquiries through our various channels including - phone, email, live chats or social media

  • Maintain a positive, empathetic and professional attitude toward customers at all times.

  • Receive and manage all product and services complaints by clarifying the customer's complaint; identifying the cause of the problem, and provide resolution using applicable channels, methods and tools promptly.

  • Document and escalate all customer complaints and issues to the responsible department when necessary according to standard operating procedures

  • Follow-up on customer complaints to ensure timely resolution

  • Provide product and service information to customers

  • Build & develop customer relationships

  • Support the development, improvement and implementation of new products, process and policies for the Customer Service Department.

  • Achievement of individual KPIs (FCR, Acceptance Rate, CSAT Score, Avg. Response Time, Quality Assessment of chats and calls) per departmental target set.

  • On-time response to requests from the Management team

Required Skills, Proficiencies, Competencies

  • Excellent communication skills

  • Good knowledge of social media¬†

  • Proactive

  • Team Player

  • MS Office

  • Operational Excellence

  • Creativity and Innovation

  • Business Know-How


    Do not apply if you do not have a Sports betting, e-commerce or telecommunication background.


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