Call Centre Agent at Raging River

The role of a call centre agent includes but is not limited to the following responsibilities:

• Providing world-class service to all our Customers.
• Responding to all incoming customer queries, via all contact mediums including but not limited to: calls, live chat, e-mail, Social Media, WhatsApp.
• Strive for ‘first-contact-resolution’ on all customer queries.
• Ensuring that all communication and volume received during the respective shift is dealt with in the required time frame and manner.
• Staying beyond shift hours to complete communication and volume received during the respective shift to ensure a clean shift handover.
• Ensuring that any and all communication with our customers is of the required standard and expected quality.
• Follow company policies and procedures to ensure the retention of all customers.
• Completing assigned outbound tasks within the required time frame.

• Liaising with the Senior Agents/Floor Managers to hand over customer related issues.
• Monitoring internal systems and informing the Floor Manager on duty if these are not operating, or responding, correctly.
• Enhancing/improving customer experience and relationships.
• Performing consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our customers.
• Continued self-improvement through ensuring up skilling and training is requested when the need arises.
• Operating as part of a team/unit.
• Correctly escalating queries to other departments (should the need arise).
• Follow company policies and procedures when recording all communication with our customers.
• Follow company policies and procedures when escalating queries to other departments (should the need arise).
  
  

REQUIREMENTS

Skills and experience required

• Must be available immediately as this is a fixed-term contract
• Must have passion and good knowledge of sports, sports betting and betting markets
• A clear voice and excellent telephonic and written communication skills.
• Intermediate computer proficiency (specifically MS Office and internet applications).
• Typing skill and accuracy of an average of 40 words per minute with 90% accuracy.
• Strong attention to detail and distinct ability to identify and solve problems.
• The ability to swiftly adapt to changes in workplace and industry.
• A strong work ethic and sense of responsibility.
• Target and quality-driven nature.
• Ability to multi-task and work well under pressure
• Solution-oriented – self-starter with a can-do attitude
• Responsible individual with good timekeeping

Required qualifications:

Must have:

Matric/Grade 12 (or equivalent) qualification. Beneficial:

• Customer Service diploma (or equivalent qualification)
• Social Media and IM experience and qualification
• Proficiently speak, read and write additional African languages outside of Afrikaans and English Additional requirements
• Must be willing to work shifts. The Call Centre is a 24-hour operation and agents work on a rotational shift basis
• Essential – must have own (reliable) transport
• Must be flexible on overtime (should it be required)