X3 Customer Service Agents

2 weeks ago

Roodepoort, South Africa Tych Business Solutions Full time

We are looking for proficient, driven and motivated individuals to join their team in head office as Customer Service Agents. The successful individual will be based at our Head Office in Roodepoort.

**Duties**:

- Maintain up-to-date knowledge of developments and trends in the Betting Industry;
- Improve performance by raising efficiency via innovative ideas, system implementation, coordination, organization, procedure, etc.
- Develop & cultivate above average customer interaction
- Committed to ensuring and executing an increase in customer conversions.
- This includes:

- Calling customers and convert them to depositing customers
- Calling lapsed customers and incentivize them to come back
- Up-sell calls to betting customers
- Recommends, sells and markets current promotions / upcoming activities to customers
- Maintain and improve operations by monitoring, identifying and resolving problems
- Accomplish organizational goals by accepting ownership of successes or failures
- Properly / effectively and efficiently resolve customers queries
- Strong public relations acumen for ultimate customer satisfaction
- Monitor’s customer satisfaction levels by extensively and constructively interacting with customers
- Report timely communication to management on important customer information
- Ensures customer confidentiality at all times
- Send relevant reports on customer service activities, including regular customer perception surveys
- People’s person, who has the drive for maintaining and nurturing professional and personal relationships by demonstrating strong and excellent communication skills.
- Ability to work under pressure, deal with a diverse range of people; as well as help in resolving issues in a calm and commendable manner.
- Be flexible to work shifts and have excellent organizational and multi-task management skills.
- Ability to adapt to changing business conditions and keep himself/herself updated with the current knowledge of all internal people management systems.
- Must be an excellent listener to customer complaints and can resolve problems to restore and promote good company image (internally and externally)
- Must know when to escalate matters to management, and not withhold pressing matters
- Implement, maintain and control best office and working environment practice

Other
- Attend to any adhoc duty reasonably expected in relation to department and/or position

**Requirements**:
Skills/Attribute required:

- Minimum of 2 years’ experience in a working betting environment
- Good knowledge of sports
- General Pricing of betting odds, i.e., fractional and decimal
- General Knowledge of bonuses and turnover clauses, as well as other general terms and conditions associated with betting (preferably online)
- Knowledge of analyzing customer accounts and process deposits, withdrawals, bonus allocations, etc.
- Ability to pay strong attention to detail
- Multilingual
- Good Communicator and excellent typing skills
- Computer Literate
- Interpersonal Skills and ability to work in a pressure driven environment
- Team Player and vibrant personality

**Qualifications & experience**
- Matric Certificate
- Relevant Qualification (Advantageous)
- Telephone Betting experience
- Call Centre experience

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