Customer Support Host

2 weeks ago

Century City, Western Cape, South Africa White Hat Gaming Full time

Purpose of Role:


As a Customer Support Host at Moonspin, you play a critical role in delivering exceptional customer service to our most valued asset - our players.

It is imperative that you focus on your player and their experience while ensuring you are up to date with all changes to our products.


Duties and Responsibilities:

  • Meet monthly QA quality goals
  • Compliance with all RG matters and ensure compliancerelated policies are adhered to
  • Speed and accuracy are important when delivering exceptional customer service.

The following metrics will be monitored to ensure that you are on par with expectations and Call Centre averages, and where agreed, be able to meet the monthly targets:

  • Average speed to answer (ASA)
  • to answer incoming player chats as quickly as possible
  • Response times eliminate long wait times between responses with your player chats
  • Number of contacts handled deliver consistently and in line with the Call Centre average for the total number of contacts handled per shift/week/month
  • Average Handling Time (AHT) handle your player contacts as efficiently as possible, meeting expected AHT goals where defined, and performing in line with Call Centre averages
  • Adhere to all attendancerelated policies consistently

Requirements:

Essential Criteria:

  • Grade 12 or equivalent
  • Previous customer service experience
  • Reliable transport
  • Flexibility to work rotational shifts in a 24/7 environment
  • Excellent verbal and written communication skills, including the ability to effectively communicate with internal and external customers
  • Excellent computer proficiency (MS Office
  • Word, Excel, and Outlook)
**Advantageous: - Previous working experience in the online gaming industry a definite advantage

Rotational Shifts:

  • We have 3 shifts namely afternoon, morning & night shifts that are rotational.

The rotation is as follows:

  • 5 days on the afternoon shift from 2 pm to 10 pm followed by 3 days off
  • 5 days on the morning shift from 6 am to 2 pm followed by 3 days off
  • 5 days on the night shift from 10 pm to 6 am the following day 4 days off

_Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity __goals will be considered in our selection process_

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