Job vacancy Call Center Agent

7th Floor, Tower 1, NeXTeracom Cybercity, Ebene Mauritius

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Job Type
Job Status
Full Time
19 September, 2023
Job Title

Call Center Agent

Job Location
Job Presentation

We are looking for a Call Center Agents.


  • Provide world-class service to all players;
  • Respond to all incoming player queries via all contact mediums including but not limited to: calls, live chat, email, social media, WhatsApp;
  • Aim for 'first contact resolution' on all customer queries;
  • Ensure that all communications and volumes received during the shift are dealt with in the required timeframe and manner;
  • Stay beyond shift hours to complete communications and volume received during the shift to ensure a clean shift handover;
  • Ensure that all communications with players are of the required standard and expected quality;
  • Follow company policies and procedures to ensure retention of all players;
  • Complete assigned outbound tasks within the required timeframe;
  • Liaise with Senior Agents/Floor Managers to escalate player related issues;
  • Monitor internal systems and inform the Floor Manager on duty if they are not working or responding correctly;
  • Enhance/improve player/customer experience and relationships;
  • Keep your finger on the pulse of player experience and communication, liaising with Senior Agents / Floor Managers to provide insights and improvements that can be based on player experience.
Required profile for job ad : Call Center Agent


  • Minimum of 2 years customer service experience in a high volume call center;
  • Must have a passion and good knowledge of sport, sports betting and betting markets;
  • Must be prepared to work shifts. The call center is a 24-hour operation and agents will work on a rotating shift basis;
  • A clear voice and excellent verbal and written communication skills;
  • Intermediate computer skills (particularly MS Office and Internet applications);
  • Typing skills and accuracy, averaging 40 words per minute with 90% accuracy;
  • Strong attention to detail and ability to identify and solve problems;
  • Ability to adapt quickly to changes in the workplace and industry;
  • Strong work ethic and sense of responsibility;
  • Goal and quality driven;
  • Ability to multitask and work well under pressure;
  • Solution-oriented - self-starter with a can-do attitude;
  • Responsible individual with good time management skills.
Job criteria for job ad : Call Center Agent
Job category : SalesTelemarketing, teleassistance
Industries : Call centers, hotlines
Employment type : Permanent contract
Region : Lusaka
City : Lusaka
Experience level : 2 to 5 years
Educational level : Bachelor
Key Skills : customer servicesales
Number of Position(s) : 15
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Please report any irregularities by using the candidate contact form and selecting the subject "Report a job ad".
Valid Till
17 Nov, 2023 (55 days left)

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