Customer Service Agent wanted urgently: APPLY NOW
Cape Town, Western Cape
A Customer Service Agent is required to improve customer satisfaction, customer service efficiency, overall customer retention rate as well as improve the total experience of BET.co.za customers.
Effectively resolve customer queries and concerns via Zendesk using in-depth knowledge of the BET.co.za product in a timeous manner.
Effectively clarifying the customer’s complaint; determining the cause of the problem and establishing the best resolution for the client.
Strong understanding of traditional customer service channels is required.
Understand sports betting bonuses systems and promotions.
Identify and report on trends in customer behavior where required.
Manage high volumes of incoming customer queries.
Work effectively in a team environment.
Excellent timekeeping and resilience to pressure.
Assist the CS Team Leaders and Manager with day to day requirements of the CS department.
Have a friendly, enthusiastic attitude and be able to thrive in a fast-paced7 days-a-week environment.
Identify and refer high-value accounts to the VIP team.
Willingness to work alternating shifts5 days on 2 days off.
Weekday shift: 07h00-16h00 and 15h00-00h00, Weekend shift: 08h00-16h00 and 15h00-23h00 and on call schedule.
Key Performance Indicators (KPI’s)
Customer Satisfaction 89%
1stresponse time – 1 min 40sec
CS Agent requirements:
Proven 1-2 year’s experience working in a customer-facing role
Experience in providing customer service support
Great report writing and providing feedback
Proficiency in English
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
Works well under pressure.
Job Type: Full-time
Customer service: 1 year (Preferred)