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The Department:

As the Customer Support Operations department, our job is to understand our customers’ needs, while delivering an authentic human extension to our product offering on an informative, friendly and multi-language level.

Purpose of the Role:

Reporting to the English Customer Service Lead, you will be required to provide a professional world class service to the needs of the organisations’ English Customers (by SMS, telephone, email and online chats). These services will be offered across all products and 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, brand integrity, responsible gambling, retention and relationship building.

Duties include, but not limited to:

Providing world-class customer service by responding to customer queries by telephone, email and online chats
Processing and resolving of incoming and outgoing contacts in a multimedia environment
Processing pertinent information into relevant databases
Completion of tasks assigned during shift
Customer relationship building and management as well as cross selling of products and services
Problem solving tasks during shift
Handling and taking full responsibility for customer related queries
Excellent time management and adherence to schedule
Performing extra tasks given by managers / shift supervisors as required
This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

Essential Criteria:

Completed Degree or 2 year Diploma
Proficient in Microsoft Outlook, Microsoft Word, Microsoft Excel
Effective written and verbal communication skills
Willingness to work in a 24/7 shift environment
Valid drivers’ license
Own reliable vehicle
Desirable Criteria:

Strong customer service experience
Person Specifications:

Customer Orientation
Organising and Planning
Stress Tolerance
Building Relationships
Communication
Decision Making

*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.

*Shortlisted candidates may need to complete an assessment.

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a 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 purposes of verification.