Call Centre Agent

Review the opportunity details below and follow the correct application method before the closing date.

Company

Sun International

Location

Sandton, Gauteng

Closing date

Not Specified

Salary

Not specified

PermanentCall Centre & Customer Support

80 applications

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Details

Description

Sun Bet as the online sports betting division of Sun International will lead the alternative gaming strategy and business objectives, providing thought leadership and advice on sports betting product performance, revenue growth, operational governance, service standards, as well as building strategic relationships and partnerships with key stakeholders; and leading the integration of online sports.

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.

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Details

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 andpotentially 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 ortechnical issues
Follow-up on open items, such as sending confi rmation emails, updates on unresolved issues, or instructions toresolve 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 fi les
Be vigilant for signs of fraudulent behavior 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

Details

Requirements

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

Details

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

Application

How to apply

Read the application steps, confirm the requirements, and continue to the application page when you are ready.

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