Role summary:

A Call Centre Agent is required to improve customer satisfaction, customer service efficiency, overall customer retention rate as well as improve the total experience of TsogoSun customers.

Daily Responsibilities:

• Liaise with colleagues to work together and provide consistent, excellent service as a team.
• Demonstrate willingness to help each other.
• Give and receive direct constructive feedback.
• Take ownership and accountability for tasks and activities and demonstrate effective self management.
• Follow through to ensure that quality and productivity standards of own work are consistently and accurately maintained.
• Support and drive the business’ core values.
• Provide support to customers via Live Chat and Emails
• Guide customers through the site and/or mobile phones and  assist them in using the various
• services and products offered
• Drive brand loyalty through a personalized customer experience
• Correctly escalate issues to internal teams
• Delivers prepared scripts to welcome new customers and explains promotions and requirements of on-boarding process to customers
• Liaises with other departments (e.g. trading; finance) to ensure customer queries are resolved

Technical Knowledge and Competencies:

• Contact Centre Operations: Understanding of contact center operations, including call flow, customer service processes, workforce management, and customer interaction channels.
• Customer Service and Experience: Familiarity with customer service principles, customer experience management, and strategies to enhance customer satisfaction and loyalty.
• Industry Knowledge: Strong understanding of the gaming and hospitality industry. 
• Betting Technology:  Advanced knowledge of betting technology and products.  
• Betting Markets: In-depth knowledge of various sports, including rules, teams, players, and competitions. Understanding of different betting markets and odds formats.
• Betting Regulations: Familiarity with the legal and regulatory frameworks governing sports betting in relevant jurisdictions. Knowledge of responsible gambling practices and compliance requirements.
• Betting Platforms and Technologies: Understanding of the technical aspects of sports betting platforms, including odds compilation, live betting functionality, and trading tools.
• Odds Calculation and Risk Management: Proficiency in calculating and managing betting odds to ensure competitive pricing and effective risk management strategies.
• Sports Data Analysis: Ability to analyze and interpret sports data, including statistics, historical performance, and trends. Understanding of data sources and tools used in sports analysis.
• Bookmaking Principles: Knowledge of bookmaking principles and methodologies, including setting odds, balancing books, and managing liabilities.
• Betting Terminology: Familiarity with common sports betting terminology, including types of bets, betting markets, and betting jargon
• Customer Support in Betting: Knowledge of customer support processes, handling betting-related queries, and resolving customer issues effectively.
• Responsible Gambling Measures: Understanding of responsible gambling initiatives, self-exclusion programs, and tools for promoting responsible betting behavior.
• Betting Industry Trends: Awareness of industry trends, technological advancements, and emerging markets in the sports betting sector.
• Telephone skills
• Good computer literacy

Requirements:

• Degree or Diploma or Certificate in a related field
• Proven 2 year’s experience working in customer-facing role
• Proficiency in English
• Experience in providing customer service support
• Great report writing and providing feedback
• Working knowledge of customer service software, databases and tools
• Strong telecommunication skills and written communication
• Ability to meet personal and team KPI’s
• Ability to manage high volumes of incoming customer queries 
• Works well in a team. 
• Ability to communicate in more than one language is advantageous
• Time management skills
• Attention to detail 
• Customer orientated 
• Enthusiasm 
• Works well under pressure