Customer Care Chat Agent

3 days ago

Cape Town, South Africa Turfsport Full time

**Who we are**:
A leading provider of omni-channel wagering software for casino, sports, horse racing, numbers and more. **TURFSPORT** provides fully managed end-to-end solutions for online, mobile and retail operators.

In order to provide even more innovation and react faster to the growing demands of the iGaming industry **TURFSPORT** has entered into a strategic partnership with **SOFTSWISS** to develop the South African and African markets jointly. **SOFTSWISS** is an international tech company providing innovative solutions for the iGaming industry.

**About the job**:
To deliver on our joint strategy, we are looking for dynamic and motivated Customer Care Chat Agents to join our ranks on a full-time basis. As a Customer Care Chat Agent, you will be responsible for providing prompt and accurate first line support to customers through various channels. You will manage customer queries professionally, maintain service level agreements and play a crucial role in ensuring customer satisfaction.

**Key Job function**:

- Handling incoming first line support volume in form of chats, tickets, UNS requests, Skype Chat escalations/questions and JIRA tickets
- Responsible for meeting first line support targets and KPI’s
- Ensure customer queries are attended to in a timely and accurate manner.
- Identifying customer needs and assisting customers with their queries.
- Escalation of technical issues.
- Follow communication procedures and guidelines.

**Requirements**:

- Minimum 2 years’ experience as a customer service agent
- Tertiary Qualification: Diploma or Higher
- Experience in an online industry, iGaming is highly desirable.
- Strong verbal and written communication skills in English.
- Excellent collaboration skills: Proven ability to work collaboratively with team members and managers, fostering a positive and productive work environment.
- Exceptional negotiation and communication abilities.
- Self-motivated and flexible team player with a strong drive for success
- The ability to multitask and work under pressure.
- Must be willing to work hours as per the support schedule - 24/7hour support (weekends/public holidays/shifts/nightshift)

**Our Values**:
We are looking for people who embody our core values; **Communication,** we communicate honestly and respectfully. **Teamwork,** we are in it together and work towards a common goal. **Improvement,** we make an ongoing effort to improve our products, services, and processes. **Knowledge sharing,** we help each other learn and grow. **Accountability,** we are accountable to our customers and our fellow workers. **Excellence,** in whatever we do, we practice diligence and quality - we do things to the best of our ability.

**Experience**:

- I-gaming and Casino: 2 years (required)
- Customer Service Agent: 2 years (required)

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