Customer Service Host - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 17-09-2014 6:28:36 AM
15-10-2014 6:28:36 AM
The CS Host is primarily responsible for servicing our customers through inbound and outbound services across all mediums. This includes but is not limited to emails, calls and web-chats. These services will be offered across all products offered and the incumbent will be required to do so delivering a consistently high quality of service.

These services will be focused on Customer Retention and all interventions will be directed at improving customer loyalty, retention and relationship building.

This position entails rotational shift work based on the 24/7 operational requirements of the organization and its clients.

Key duties will include but not be limited to:

• Processing and taking ownership of all incoming and outgoing contacts in a multimedia environment resolving player queries and problems, over all mediums: Calls; Emails and Web-chats;
• Driving various behaviors to improve business metrics;
• Ensure the Chat Room Etiquette guidelines are being followed;
• Manage the chat room as outlined in guidelines to handling known scenarios;
• Welcome players into the chat room and encourage players participation in chat;
• Give players help and assistance with the bingo game, chat and mini-games;
• Monitor the chat room, participate in conversation, offer help and answer players’ questions;
• Event driven interventions both outbound and inbound, including but not limited to Birthday calls; Failed purchase; Big winner/s or Losers; Player reactivation; ADM conversions; e-Commerce and Risk service/s, promoting of all monthly and daily Promotions that are being held in the chat hall;
• Customer relationship building and management as well as cross selling of products and services;
• Account management in a non customer facing environment;
• Servicing all levels (tiers) players;
• Processing pertinent information into relevant databases;
• Completion of tasks assigned during shift;
• Make outgoing calls and execute outbound campaigns to identified customers;
• Excellent time management and adherence to schedule;
• Performing extra tasks given by managers as required;
• Creating and maintaining a positive atmosphere in our Bingo Hall;
• Reporting all compliments and complaints to your manager on a daily basis;
• Completing a shift handover report at the end of each shift;
• Recognizing trends that occur in our Bingo Hall and passing these on to your Manager;
• Managing our social marketing on Facebook and our Blog;
• Responsible for the player conversion cycle within a controlled environment
• Demonstrate great people skills with the ability to be diplomatic and patient in dealing with demanding situations from players;
• Assisting to manage our social marketing on Facebook and our Blog;
• Escalate system problems through the agreed procedure to the relevant support team or their manager;
• Have expert knowledge of our bingo site and software;

Job Requirements:
• Willingness and capacity to work a flexible shift basis as per client needs
• An excellent history of attendance and adherence to schedule
• At least 12 months experience within the CSC or similar experience
• A well established track record of high quality of service delivery as a CSR
• Resourceful and knowledgeable of business processes and procedures
• Must be proficient in the product/s that we service
• Extremely positive customer service attitude and strong service ethics are essential
• Strong written and verbal communication skills
• Ability to apply new technologies and methodologies
• Proven passion for customer service and Call Centre
• Demonstrated quality orientation

Behavioral Competencies:

• The ability to adapt and change within a dynamic environment
• Goal orientated and the ability to see tasks through
• Communication: The candidate must have excellent communication skills both spoken and written especially: empathy, active listening skills, with the ability to “read between the lines”, well articulated
• Work well under stress/pressure
• Ability to handle conflict
• Excellent “follow-up” work ethic
• Ability to self manage responsibly
• Client Focused
• Adaptable
• High numeracy, analytical, problem solving skills
• Excellent interpersonal skills
• Team Player
• Good decision making and judgement
• Accountability
• Systematic, precise, logical, accurate and thorough
• Pro-active, organised and strong personal drive
• Assertive, confident, quick thinking