Customer Support Host

6 months ago

Century City, 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 compliance-related 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 attendance-related 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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