English Customer Support Host

3 days ago

Century City, South Africa White Hat Gaming Full time

Moonspin is proud to offer industry leading Customer Service, Risk/Fraud and Tech Development services to our international client base. Our expertise lies in delivering world class multilingual customer support 24/7, maintaining strict Risk/Fraud processes and developing state of the art technological designs and features. We hire experienced top talent people which enables us to offer exceptional business services, while enjoying a “work hard play hard” engaged environment.

**Purpose of the Role**

As a Customer Support Host at Moonspin, you play a critical role in delivering exceptional customer service to our most valued asset - our player’s. 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.

**Key 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 perform in line with Call Centre averages
- Adhere to all attendance related policies consistently

**Essential Criteria**:

- Grade 12 or equivalent
- Previous customer service experience
- Previous working experience in the online gaming industry a definite advantage
- Reliable transport
- Flexibility to work rotational shifts in a 24/7 environment
- Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
- Excellent computer proficiency (MS Office - Word, Excel, and Outlook)

**Key Competencies**:

- Work well under pressure and able to meet deadlines, while maintaining a positive attitude and providing exemplary customer service
- Self-managed, reliable, and confident
- Able to think independently and on your feet
- Analytical and attention to detail
- Adaptable and flexible in an ever-changing environment

**Advantageous**:

- Social media experience advantageous

**Rotational Shifts**:
We have 3 shifts namely afternoon, morning & night shifts that are rotational.

The rotation is as following:

- 5 days on afternoon shift from 2 pm to 10 pm followed by 3 days off
- 5 days on morning shift from 6 am to 2 pm followed by 3 days off
- 5 days on night shift from 10 pm to 6 am the following day 4 days off

**_
Moonspin is committed to transformation and redressing of past inequalities. Our employment equity goals will be taken into account in our selection process._

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