Contact Centre Agent

1 month ago

Sandton, South Africa The Redsky Group (Pty) Ltd Full time

**KEY RESPONSIBILITIES**

The role of a Call Centre Agent includes but is not limited to the following responsibilities:

- Providing world-class service to all of our players
- Strive for ‘first-contact-resolution’ on all customer queries
- Ensuring that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
- Staying beyond shift hours to complete communication and volume received during their respective shift to ensure a clean shift handover
- Ensuring that any and all communication with our players is of the required standard and expected quality
- Follow company policies and procedures to ensure the retention of all players
- Completing assigned outbound tasks within the required timeframe
- Liaising with the Senior Agents/Floor Managers to hand over player related issues
- Monitoring internal systems and informing the Floor Manager on duty if these are not operating, or responding, correctly
- Enhancing/improving player /customer experience and relationships
- Keeping their finger on the pulse of player experience and communication, liaising with Senior Agents / Floor Managers offering insights and improvements that can be implemented based on player experience
- Performing consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players
- Continued self-improvement through ensuring up skilling and training is requested when the need arises
- Operating as part of a team/unit
- Correctly recording all communication with our users/clients
- Correctly escalating queries to other departments (should the need arise)
- Follow company policies and procedures when recording all communication with our players
- Follow company policies and procedures when escalating queries to other departments (should the need arise)
- Live the values of the brand and business at all times

**SKILLS AND EXPERIENCE REQUIRED**
- Minimum of 3 years’ customer service experience within a large volume call center
- Must have a passion and good knowledge of sports, sports betting and betting markets
- A clear voice and excellent telephonic and written communication skills
- Typing skill and accuracy of an average of 40 words per minute with 90% accuracy
- Strong attention to detail and distinct ability to identify and solve problems
- The ability to swiftly adapt to changes in workplace and industry
- A strong work ethic and sense of responsibility
- Target and quality driven nature
- Ability to multi-task and work well under pressure
- Solution oriented - self-starter with a can-do attitude
- Responsible individual with good timekeeping

**Must have**:

- Diploma - NQF Level 6

**Beneficial**:

- Customer Service diploma (or equivalent qualification)
- Social Media and IM experience and qualification

**ADDITIONAL REQUIREMENTS**
- Must be willing to work shifts. The Call Centre is a 24-hour operation and agents work on a rotational shift basis
- Essential - must have own (reliable) transport
- Must be flexible on overtime (should it be required)

**Job Types**: Full-time, Permanent

Pay: R14 000,00 - R20 000,00 per month

Application Question(s):

- Are you able to work shifts? This is inclusive of graveyard shifts that may fall on weekends and/or public holidays.
- Are you a sports fanatic? Tell us about your favourite team, previous sporting history & customer service background. Include this in your CV to ensure an advantage in the recruitment process.

**Education**:

- Diploma (required)

**Experience**:

- Customer service: 3 years (required)

**Language**:

- English (very well) (required)

Application Deadline: 2024/10/16
Expected Start Date: 2024/11/01

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