Customer Service Agent

2 weeks ago


Cape Town, South Africa Bet.co.za Full time

**The Company**:Bet.co.za

**Role Name**: Customer Service Agent

**Location**: Somerset Road, Green Point, Cape Town

**Hours of work**: Weekday shift: 07h00-16h00 and 15h00-00h00, Weekend shift: 08h00-16h00 and 15h00-23h00 and on call schedule

**Role summary**:
A Customer Service Agent is required to improve customer satisfaction, customer service efficiency, overall customer retention rate as well as improve the total experience of BET.co.za customers.

**Daily Responsibilities**:

- Effectively resolve customer queries and concerns via Zendesk using in-depth knowledge of the BET.co.za product in a timeous manner.
- Effectively clarifying the customer’s complaint; determining the cause of the problem and establishing the best resolution for the client.
- Strong understanding of traditional customer service channels is required.
- Understand sports betting bonuses systems and promotions.
- Identify and report on trends in customer behavior where required.
- Manage high volumes of incoming customer queries.
- Work effectively in a team environment.
- Excellent time keeping and resilience to pressure.
- Assist the CS Team Leaders and Manager with day to day requirements of the CS department.
- Have a friendly, enthusiastic attitude and be able to thrive in a fast-paced 7 days-a-week environment.
- Identify and refer high value accounts to the VIP team.
- Willingness to work alternating shifts.
- Weekday shift: 07h00-16h00 and 15h00-00h00, Weekend shift: 08h00-16h00 and 15h00-23h00 and on call schedule.

**Requirements**:

- Proven 1-2 year’s experience working in customer-facing role
- Experience in providing customer service support
- Great report writing and providing feedback
- Proficiency in English
- 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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