Purpose:
You would be responsible for servicing our new and existing customers through inbound and outbound services across all mediums. These services will be offered across all offered products, you will be required to do so by delivering an unfailing 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.

Duties will include, but not 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, etc.
• Driving various behaviors to improve business metrics
• Manage the chat room as outlined in guidelines to handling known scenarios
• Welcoming players into the chat room and encouraging players’ to participate in chats
• Provide assistance to players with regards to the games, chats and mini-games
• Monitoring the chat room, participation in conversation, offering assistance to players
• Customer relationship building and management as well as cross selling of products and services
• Processing pertinent information into relevant databases
• Escalate system problems through the agreed procedure to the relevant support team
• Completion of tasks assigned during shift
• Excellent time management and adherence to schedule
• Performing extra tasks given by manager as and when required
• Demonstrate great people skills with the ability to be diplomatic and patient in dealing with demanding situations

Requirements:
• Matric with mathematics or accounting is essential
• Completed Degree or 2 year Diploma is essential
• Knowledge of MS Outlook, MS Word, MS Excel
• We require someone with strong verbal and written communication skills
• Willingness to work in 24/7 shift environment
• This position requires trust and honesty it has access to customers financial details – therefore a credit and criminal check will be conducted
• The qualifications identified herein are an inherent job requirement, therefore qualification verification check will be done
• By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purpose of verification.