Call Centre Agent
2 weeks ago
**The Company**:Bet.co.za
**Role Name**: Call Centre Agent
**Hours of work**: Monday to Friday 9:00am - 17:00pm
**Role summary**:
A Call Centre Agent is required to improve customer satisfaction, customer service efficiency, overall customer retention rate as well as improve the total experience of TsogoSun customers.
**Daily Responsibilities**:
- Liaise with colleagues to work together and provide consistent, excellent service as a team.
- Demonstrate willingness to help each other.
- Give and receive direct constructive feedback.
- Take ownership and accountability for tasks and activities and demonstrate effective self management.
- Follow through to ensure that quality and productivity standards of own work are consistently and accurately maintained.
- Support and drive the business’ core values.
- Guide customers through the site and/or mobile phones and assist them in using the various
- services and products offered
- Drive brand loyalty through a personalized customer experience
- Correctly escalate issues to internal teams
- Delivers prepared scripts to welcome new customers and explains promotions and requirements of on-boarding process to customers
- Liaises with other departments (e.g. trading; finance) to ensure customer queries are resolved
**Technical Knowledge and Competencies**:
- **Contact Centre Operations**: Understanding of contact center operations, including call flow, customer service processes, workforce management, and customer interaction channels.
- **Customer Service and Experience**: Familiarity with customer service principles, customer experience management, and strategies to enhance customer satisfaction and loyalty.
- **Industry Knowledge**: Strong understanding of the gaming and hospitality industry.
- **Betting Technology**: Advanced knowledge of betting technology and products.
- **Betting Markets**: In-depth knowledge of various sports, including rules, teams, players, and competitions. Understanding of different betting markets and odds formats.
- **Betting Regulations**: Familiarity with the legal and regulatory frameworks governing sports betting in relevant jurisdictions. Knowledge of responsible gambling practices and compliance requirements.
- **Betting Platforms and Technologies**: Understanding of the technical aspects of sports betting platforms, including odds compilation, live betting functionality, and trading tools.
- **Odds Calculation and Risk Management**: Proficiency in calculating and managing betting odds to ensure competitive pricing and effective risk management strategies.
- **Sports Data Analysis**: Ability to analyze and interpret sports data, including statistics, historical performance, and trends. Understanding of data sources and tools used in sports analysis.
- **Bookmaking Principles**: Knowledge of bookmaking principles and methodologies, including setting odds, balancing books, and managing liabilities.
- **Betting Terminology**: Familiarity with common sports betting terminology, including types of bets, betting markets, and betting jargon
- **Customer Support in Betting**: Knowledge of customer support processes, handling betting-related queries, and resolving customer issues effectively.
- **Responsible Gambling Measures**: Understanding of responsible gambling initiatives, self-exclusion programs, and tools for promoting responsible betting behavior.
- **Betting Industry Trends**: Awareness of industry trends, technological advancements, and emerging markets in the sports betting sector.
- **Telephone skills**:
- **Good computer literacy**
**Requirements**:
- Degree or Diploma or Certificate in a related field
- Proven 2 year’s experience working in customer-facing role
- Proficiency in English
- Experience in providing customer service support
- Great report writing and providing feedback
- Working knowledge of customer service software, databases and tools
- Strong telecommunication skills and written communication
- Ability to meet personal and team KPI’s
- Ability to manage high volumes of incoming customer queries
- Works well in a team.
- Ability to communicate in more than one language is advantageous
- Time management skills
- Attention to detail
- Customer orientated
- Enthusiasm
- Works well under pressure
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