Description

The Call Centre Agent,as the first point of contact for the SunBet business; is responsible for the answering of inbound calls, providing exceptional and professional customer service to successfully on-board and support online sports betting customers in line with company standards.

Responsibilities

•  Answer inbound calls received in a professional, friendly and courteous manner (correct volume, tone, pace and pitch of voice) in line with standard operating procedures
•  Direct client calls to the correct destination (department / person) through correct screening / questioning techniques
•  Offer support related to game rules, gameplay mechanics, technical issues and game features
•  Assist customers with account-related queries, including account creation, login issues, password resets, balance inquiries and transaction history
•  Provide technical assistance with issues such as game crashes, connectivity problems or error messages etc, while following troubleshooting procedures and escalating to relevant technical teams
•  Guide customers through the process of using features on online platforms, such as account settings, promotions, tournaments and special events
•  Provide accurate sports betting/ product information (including promotion information, event information etc.) to customers
•  Upsell suggesting relevant promotions, in-game items or new features to enhance the customer experience and potentially drive revenue
•  Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
•  Offer proactive solutions to customer concerns, aiming to resolve issues in a single contact whenever possible
•  Keep customers informed about the status of their queries, including any ongoing investigations into complaints or technical issues
•  Follow-up on open items, such as sending confirmation emails, updates on unresolved issues, or instructions to resolve technical problems
•  Build good relationships and rapport with customers to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the brand of the Company
•  Accurately document all customer interactions, including the nature of the inquiry, actions taken and outcomes using relevant software
•  Ensure that customer data is handled in compliance with POPI and internal company policies regarding privacy and security
•  Complete handover reports and files
•  Be vigilant for signs of fraudulent behaviour and follow company protocols for reporting and addressing suspicious activity
•  Ensure that players are aware of responsible gaming practices and guide them through available self-limitation tools and support resources if necessary

Requirements

•  Grade 12
•  1-2 years’ experience in a call centre environment

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Skills & Competencies

•  Problem Solving
•  Collecting Information (listening; asking questions)
•  Creating customer experiences
•  Acting with energy and enthusiasm
•  Building & Developing relationships
•  Responding with urgency
•  Conflict handling skills
•  Assuring Quality
•  Following Procedures
•  Product/Gaming pricing structures
•  Sports betting /alternate gaming product knowledge
•  Proficient MS Office skills
•  Working knowledge of Opera suite
•  Selling skills
•  Listening skills
•  Telephone skills