Call Centre Agent

2 months ago

Johannesburg, Gauteng, Saudi Arabia VHRS Full time

Role summary:

A Call Centre Agent is required to improve customer satisfaction, customer service efficiency, overall customer retention rate as well as improve the total experience of TsogoSun customers.

Daily Responsibilities:

  • Liaise with colleagues to work together and provide consistent, excellent service as a team.
  • Demonstrate willingness to help each other.
  • Give and receive direct constructive feedback.
  • Take ownership and accountability for tasks and activities and demonstrate effective self management.
  • Follow through to ensure that quality and productivity standards of own work are consistently and accurately maintained.
  • Support and drive the business' core values.
  • Provide support to customers via Live Chat and Emails
  • Guide customers through the site and/or mobile phones and assist them in using the various
  • services and products offered
  • Drive brand loyalty through a personalized customer experience
  • Correctly escalate issues to internal teams
  • Delivers prepared scripts to welcome new customers and explains promotions and requirements of on-boarding process to customers
  • Liaises with other departments e.g. trading; finance to ensure customer queries are resolved

Technical Knowledge and Competencies:

  • Contact Centre Operations: Understanding of contact center operations, including call flow, customer service processes, workforce management, and customer interaction channels.
  • Customer Service and Experience: Familiarity with customer service principles, customer experience management, and strategies to enhance customer satisfaction and loyalty.
  • Industry Knowledge: Strong understanding of the gaming and hospitality industry.
  • Betting Technology: Advanced knowledge of betting technology and products.
  • Betting Markets: In-depth knowledge of various sports, including rules, teams, players, and competitions. Understanding of different betting markets and odds formats.
  • Betting Regulations: Familiarity with the legal and regulatory frameworks governing sports betting in relevant jurisdictions. Knowledge of responsible gambling practices and compliance requirements.
  • Betting Platforms and Technologies: Understanding of the technical aspects of sports betting platforms, including odds compilation, live betting functionality, and trading tools.
  • Odds Calculation and Risk Management: Proficiency in calculating and managing betting odds to ensure competitive pricing and effective risk management strategies.
  • Sports Data Analysis: Ability to analyze and interpret sports data, including statistics, historical performance, and trends. Understanding of data sources and tools used in sports analysis.
  • Bookmaking Principles: Knowledge of bookmaking principles and methodologies, including setting odds, balancing books, and managing liabilities.
  • Betting Terminology: Familiarity with common sports betting terminology, including types of bets, betting markets, and betting jargon
  • Customer Support in Betting: Knowledge of customer support processes, handling betting-related queries, and resolving customer issues effectively.
  • Responsible Gambling Measures: Understanding of responsible gambling initiatives, self-exclusion programs, and tools for promoting responsible betting behavior.
  • Betting Industry Trends: Awareness of industry trends, technological advancements, and emerging markets in the sports betting sector.
  • Telephone skills
  • Good computer literacy

Requirements:

  • Degree or Diploma or Certificate in a related field
  • Proven 2 year's experience working in customer-facing role
  • Proficiency in English
  • Experience in providing customer service support
  • Great report writing and providing feedback
  • Working knowledge of customer service software, databases and tools
  • Strong telecommunication skills and written communication
  • Ability to meet personal and team KPI's
  • Ability to manage high volumes of incoming customer queries
  • Works well in a team.
  • Ability to communicate in more than one language is advantageous
  • Time management skills
  • Attention to detail
  • Customer orientated
  • Enthusiasm
  • Works well under pressure

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