- 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
- 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
- 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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Call Centre Agent - Johannesburg, المملكة العربية السعودية - VHRS
وصف
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:
Technical Knowledge and Competencies:
Requirements: