Customer Support Agent

Company Description

We are a top-tier I-gaming and Sportsbook operator based in Cape Town.

Our aim is to deliver a world-class betting experience by providing professional and friendly service, delivered on a state-of-the-art platform.

We are a dynamic and experienced team, in an exciting company looking for passionate people to join us. Do you thrive in a fast-paced environment and would like to be part of a motivated team.

**Job Description**:
As a Customer Support Agent, your primary responsibility is to provide exceptional service and assistance to customers who have investigations, issues, or concerns regarding the company's products or services.
You will work closely with your team and other departments to always ensure the best standard of service

Here is what you will be doing **(the important stuff)**
- Provide accurate and relevant information about the company's products and services; guided by our policies and procedures.
- Assist customers in troubleshooting technical problems or difficulties they may encounter and guide them through the resolution process.
- Document and maintain detailed records of customer interactions, queries, comments, and actions taken in the customer support system.
- Identify and escalate complex or unresolved customer issues to appropriate teams or higher-level support for further investigation and resolution.
- Follow established procedures for handling customer queries, complaints, and escalations, ensuring compliance with company guidelines and protocols.
- Collaborate with cross-functional teams, such as technical support, sales, and product development, to resolve customer issues and provide comprehensive solutions.
- Keep up to date with product knowledge, updates, and industry trends to provide accurate and up-to-date information to customers.
- Advocate for the customer by providing feedback, insights, and suggestions to improve products, processes, or customer experience.
- Ensure customer satisfaction and retention by building positive relationships, addressing concerns empathetically, and proactively addressing potential issues.
- Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs) related to response time, resolution time, customer satisfaction ratings, and other metrics.
- Continuously improve personal knowledge and skills through training, self-learning, and staying updated on industry best practices.

**Qualifications**:
**The essentials**:

- Matric / Grade 12 (essential)
- ** Previous knowledge of online betting is preferable.**:

- Proven experience in a customer support role or similar customer-facing position.
- Excellent communication skills, both written and verbal, with the ability to convey information clearly and effectively.
- Strong problem-solving and decision-making abilities to address customer issues promptly and effectively.
- Empathy, patience, and a customer-centric mindset to provide exceptional service and assistance.
- Ability to work in a fast-paced environment and handle multiple customer interactions simultaneously.
- Computer literacy is a must (Microsoft proficient)
- Strong attention to detail and accuracy in documenting customer interactions and information.
- Adaptability and flexibility to work in shifts, including evenings, weekends, and holidays, based on the company's support hours.
- Strong teamwork and collaboration skills to work effectively with cross-functional teams.
- Positive attitude, resilience, and a willingness to learn and grow in a dynamic customer support environment.
- ** Must be able to work shifts and weekends**:

- ** Some desirables**:

- **Knowledge and interest in various sporting disciplines**:

- Platform experience (Zendesk)

Additional Information

The customer support culture is one of respect, appreciation, collaboration and responsiveness.

We strive to treat all customers with the utmost respect and provide them with helpful knowledge and advice.

We also value collaboration and always seek input from both customers and colleagues to ensure the best possible service.

Finally, we are committed to providing timely responses to customer inquiries, ensuring that customers receive prompt and appropriate answers to their questions and concerns.

This is our way - the **LULA **WAY