Call Centre Agent: Sunbet (Sandton) at Sun International

Description

• The Call Centre Agent,as the first point of contact for the SunBet business; is responsible for the answering of inbound calls, providing exceptional and professional customer service to successfully on-board and support online sports betting customers in line with company standards. 

Requirements

Qualifications

• Grade 12

Experience

• 1-2 years’ experience in a call centre environment

Skills & Knowledge

• Problem Solving
• Collecting Information (listening; asking questions)
• Creating customer experiences
• Acting with energy and enthusiasm
• Building & Developing relationships
• Responding with urgency
• Conflict handling skills
• Assuring Quality
• Following Procedures
• Product/Gaming pricing structures
• Sports betting /alternate gaming product knowledge
• Proficient MS Office skills
• Working knowledge of Opera suite
• Selling skills
• Listening skills
• Telephone skills

Key Performance Areas

• Answer inbound calls received in a professional, friendly and courteous manner (correct volume, tone, pace and pitch of voice) in line with standard operating procedures
• Direct client calls to the correct destination (department / person) through correct screening / questioning techniques
• Offer support related to game rules, gameplay mechanics, technical issues and game features
• Assist customers with account-related queries, including account creation, login issues, password resets, balance inquiries and transaction history
• Provide technical assistance with issues such as game crashes, connectivity problems or error messages etc, while following troubleshooting procedures and escalating to relevant technical teams
• Guide customers through the process of using features on online platforms, such as account settings, promotions, tournaments and special events
• Provide accurate sports betting/ product information (including promotion information, event information etc.) to customers
• Upsell suggesting relevant promotions, in-game items or new features to enhance the customer experience and potentially drive revenue
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
• Offer proactive solutions to customer concerns, aiming to resolve issues in a single contact whenever possible
• Keep customers informed about the status of their queries, including any ongoing investigations into complaints or technical issues
• Follow-up on open items, such as sending confirmation emails, updates on unresolved issues, or instructions to resolve technical problems
• Build good relationships and rapport with customers to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the brand of the Company
• Accurately document all customer interactions, including the nature of the inquiry, actions taken and outcomes using relevant software
• Ensure that customer data is handled in compliance with POPI and internal company policies regarding privacy and security
• Complete handover reports and files
• Be vigilant for signs of fraudulent behaviour and follow company protocols for reporting and addressing suspicious activity
• Ensure that players are aware of responsible gaming practices and guide them through available self-limitation tools and support resources if necessary