Raging River Call Centre Jobs in Johannesburg
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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.
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- 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
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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)
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