THIS ROLE IS ONLY APPLICABLE FOR CANDIDATES BASED IN MPUMALANGA

Job Summary:

The successful applicant will be expected to handle customer queries using an omni-channel approach including Social Media, Web Chat, E-mail and Phone via a proprietary service desk to deliver world-class customer support to customers.  The role is heavily customer-focused and will be part of a larger global Customer Service support team focused on improving the customer service experience with client satisfaction and retention as a top priority. 

  

The primary purpose of the Customer Success Associate is to resolve customer issues on First Time Resolution/First Call Resolution (FTR/FCR) basis, educate customers on the company’s products and services and ensure that customers are fully satisfied and happy and ready to continue using the company’s products and services while actively promoting the brand and acting as a brand ambassador at all times.

Responsibilities:

. Field customer queries and communicate via various channels (Phone, chats, email, social media);

. Using the company’s service desk to communicate, record, and escalate, where required, customer issues;

. Maintain professionalism when interacting with customers across any channel;

. Enable customers to do troubleshooting via the self-service knowledge base and assist and guide customers accordingly;

. Prioritising and managing several open cases at the same time ;

. Ability to escalate issues and do necessary follow-ups;

. Ensure appropriate standards and procedures are adhered to at all times;

. Ensure all issues are escalated within company processes and SLAs and follow up on resolution with internal teams and customers.

Required Skills:

. Minimum of 3 years of  customer support experience;

. Online gaming experience with a focus on sports betting; 

. Excellent communication skills, both verbal and written;

. Knowledge and understanding of Social Media Platforms;

. Be a Team Player and work collaboratively within a team environment;

. Self-driven and motivated;

. Knowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and/or Zendesk;  

. Ability to understand, interpret, and communicate issues both internally and to customers;

. Troubleshoot customer problems, diagnose and provide solutions;

. Able to work within strict guidelines, follow company processes and procedures;

. Empathetic and high emotional IQ;  

. Work to SLA thresholds as set by the company;

. Fast-learner with an ability to think on their feet, and adapt to fast-paced, high-pressure environment with demanding customers and time-critical situations;

. Work according to Key Performance Indicators (KPIs);

. Be able to work remotely.