Customer Service Representative (Danish Market)
Inbound & Outbound

Unique opportunity available immediately!
We are a dynamic E-Commerce company looking for a passionate, pro-active and self-motivated Contact Centre Representative with a flair for inbound Customer Service and outbound Sales, who thrives on challenges to join our dynamic, multi-cultural and highly motivated Contact Centre looking after our Danish market and based in Johannesburg, South Africa. Wait and you may miss out on one of the best opportunities available with this premier company specialising in the provision of marketing services to international clients in the online gaming/e-commerce industry.

The successful candidate will be a driven, confident, energetic, customer and sales focused individual who would like to earn an above market related salary + benefits + monthly performance incentive. Join us in sunny South Africa and enjoy working for a high tech, fast paced company that continues to keep your sales opportunities fresh.

Department: Contact Centre
Position Reports To: Customer Service Team Leader
Positions Supervised: None
Position Purpose: Focus on inbound and outbound client e-mail, chat and telephone contact.
Location: Johannesburg, South Africa

KEY RESPONSIBILITIES

? Continuously monitor online client accounts
? Regular ‘chat’, email and telephonic contact to all online users
? Update client accounts & perform regular internet based checks on client accounts on internal systems
? On-going online system checks to ensure systems are in proper working order
? Provide constant feedback to other customer service agents and departments
? Manage multiple outbound campaigns by means of phone, email and chat.
? Manage time for target driven sales approach to achieve on all mediums (phone, email, chat) and campaigns.
? Manage, keep track, and drive results in accordance to campaign / QA targets, (inbound and outbound) whilst remaining under pressure from
daily checks, emails, inbound volumes and other daily functions.
? Discern queries, problems or concerns as well as their impact.
o Be diligent about keeping open communication to peers.
o Escalate to the appropriate level, in the appropriate time depending on overall business impact / severity such as reporting on Risks, Fraud
and player depositing behaviour.
? Know the function of each department and build interdepartmental relationships.
? Utilise knowledge of departmental functions to:
o improve turnaround times
o communicate appropriate information to respective departments / people
o understand backend functions and thus communicate more efficiently with customer (setting the expectations accurately)
? Conduct website checks.
? Ensure all set inbound and outbound targets are achieved.
? Ensure quality benchmarks are achieved.
? Continuously upgrade product knowledge and acquire enhanced inbound & outbound skills.
? Stay abreast of competition and competitive issues.

EDUCATION & EXPERIENCE
Matric; 2-3 years’ in an outbound based call centre (industry experience advantageous); or 2 - 3 years’ experience in a Call / Contact centre (industry experience advantageous); Recent outbound sales calling experience with a proven track record of success; Proven track record of exceeding targets; Inbound or Outbound Call Centre course / training advantageous; Degree/Diploma considered an asset.

SKILLS
Excellent command of Danish (written & spoken); Proficient in Word, Excel, Outlook, Internet Explorer; Accurate and first-rate typing skills; Excellent communication skills; Analytical; Strong interpersonal skills

ATTRIBUTES
Ability to excel in a fast paced and changing environment; Ability to meet deadlines and work well under pressure; Team player; Pro-active and able to use initiative; Enthusiastic and positive; Strong sense of responsibility; Desire to understand the business; Self-motivated; Consistent; Conscientious; High work ethic; Effective time management; Process driven; Ability to think outside the box; ID outbound gaps; Target driven; Good listening skills; Able to handle difficult situations / customers

OTHER:
Transport with valid driver’s license essential
Valid work permit / Permission to work in SA

Our culture includes a professional yet casual environment in which fun also plays a major part. We have company-sponsored events during the course of the year and we also feature a games room complete with foosball and pool tables.

We believe in our people and provide them with a work environment that encourages personal growth and advancement. We are an equal opportunity employer that promotes a balanced lifestyle and supports diversity. Our team comprises of an exciting mix of people from various backgrounds, reflecting the company’s commitment to creating one of the best working environments anywhere.