Job vacancy Call Center Agent

We are looking for a Call Center Agents.

Missions:

• 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.

Qualifications:

• 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.