Job Position : Customer Service Agent – German & English Markets

Job Purpose

Responsible for providing a high level of proactive, solution focussed customer service to all company clients in German and English.

General Obligations of the Employee

For the duration of the Employee’s employment the Employee shall:

• Carry out to the best of his/her abilities and under the control of the Employer such duties and functions as may reasonably be assigned to him/her from time to time by management;
• Obey and observe all the lawful regulations and reasonable directions and instructions which may be given to him/her from time to time by management;
• Well and faithfully serve the company and use his/her best endeavours to promote its interests;
• Exercise the utmost good faith towards the Company both in carrying out his/her duties hereunder and also in all his/her dealings with the Company;
• At all times be answerable to management and shall prepare and submit to management such reports relating to his/her duties, from time to time, as may be required by management.

KEY RESPONSIBILITY AREAS

• Assisting clients using live chat, email and telephone calls in English and German
• Working on various in-house software systems
• Identifying and solving client issues using the in-house software provided or by sourcing relevant information in a timely fashion; following up to ensure resolution
• Assessing the registered client data and accurately act on such
• Endeavouring to locate and apply long-term solutions to all queries brought forward
• Register client data and maintain an accurate client log
• Escalating relevant queries through the correct channels
• Keeping up-to-date with interdepartmental issues or updates affecting the client base
• Providing constructive feedback on the customer service process
• Contributing to the team effort by reaching qualitative and quantitative results as needed

• KEY PERFORMANCE INDICATORS

• Quality of inbound and outbound contacts
• Quantity of inbound and outbound contacts
• Turnaround time of inbound contacts
• Customer Satisfaction ratings
• Annual Financial and Customer targets for Language market/s
• Customer behaviour post Customer Service Intervention (i.e. conversion of new registrations; reactivation of churn; actual transactions post unsuccessful attempt to transact).

Principle Accountabilities:
• Inbound support: LiveChat; Email; Call Me Back
• Outbound support: Calls to incentivize purchase; Welcome calls, Courtesy calls; Upsell calls; Verification calls; Winners’ calls
• Weekly performance and service level reporting to Line Manager
• Ensuring team standards are met by achieving quality SLAs
• Escalating issues through the relevant channels
• Abiding to processes, procedures and priorities as described
• Allocating inbound support queries to correct departments or consultants for resolution
• Proactively look to further understand departmental, business and industry related matters to increase understanding and improve service levels
• Customer Relationship Management – English and German
• Working Saturday shifts on a rotational basis
• Performing translations when operationally required to/from German

Requirements & Skills
• Mother-tongue fluency in German
• Excellent written and verbal communication skills in German and English (additional European support languages would be of advantage)
• 1- 2 years’ experience in Customer Service (online Lottery and Gaming industry preferred)
• Minimum Grade 12 qualification
• Computer literate
• Comfortable with receiving and providing feedback
• Constant willingness to improve
• Good team player
• Excellent problem solving skills
• Excellent Customer Relationship Management skills
• Service-minded
• Able to use own initiative and work unsupervised
• Able to work under pressure