Call Centre Agent: Sunbet at Sun International

Job purpose: 

• 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.

Job Requirements

Qualification:

• 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 andpotentially 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 ortechnical issues
• Follow-up on open items, such as sending confi rmation emails, updates on unresolved issues, or instructions toresolve 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 fi les
• Be vigilant for signs of fraudulent behavior 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