Contact Centre Agent
The Customer Service Host provides world-class customer service by timeously responding to customer queries with excellence. They are responsible for customer relationship-building and the cross selling of products and services relevant to the customer. This role monitors specific customer accounts as allocated to increase customer visits to promote revenue growth. They process and resolve incoming and outgoing contacts in a multimedia environment. They need to manage customers using CRM in line with targets. As they recognize potential opportunities for new business and customer acquisition, they need to take the necessary steps for growth.
They are responsible for processing pertinent information into relevant databases and completing assigned tasks during their shift. The Customer Service Host is responsible for maintaining customer confidentiality.
They need to obtain feedback from clients with regards to their experience and then ensure the feedback is shared with the relevant stakeholders.
The Customer Service Host is expected to perform ad-hoc tasks given by their supervisors as and when required. Shortlisted candidates may need to complete an assessment. This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done.
- Respond to customer queries with excellence in a timely manner.
- Build customer relationships and cross-sell relevant products and services.
- Monitor allocated customer accounts to increase visits and promote revenue growth.
- Process and resolve incoming and outgoing contacts in a multimedia environment.
- Manage customers using CRM systems in line with targets.
- Recognize potential opportunities for new business and customer acquisition.
- Process pertinent information into relevant databases.
- Complete assigned tasks during their shift.
- Maintain customer confidentiality.
- Obtain client feedback and share it with relevant stakeholders.
- Perform ad-hoc tasks as required by supervisors.
- Successful completion of a credit and criminal record check (required).
- Successful completion of a qualification verification check (required).
Betway Africa is the African arm of Betway, the sports-betting and online-casino brand owned by Super Group (SGHC), a holding company listed on the New York Stock Exchange. Operating since 2006, it delivers sports betting and casino products - including the Jackpot City, Lucky Nugget and Ruby Fortune brands - across markets such as South Africa, Ghana, Nigeria, Zambia, Tanzania, Malawi and Mozambique. The division employs more than 1,000 people, with offices in Johannesburg and Cape Town. It covers functions spanning marketing, technology, finance and customer care for Betway's African operations.