Call Centre Agents - Emperors Palace at Peermont Global

Job Purpose

To provide a prompt and efficient service to both incoming and internal guest calls, ensuring Guest Satisfaction. Respond to guest questions and complaints, keeping the customer satisfaction at the core of every decision and behaviour. To be the liaison between Peermont and its current and potential guests.

Qualifications

• Matric / Grade 12
• 1-2 years’ experience in a call centre;

Minimum Requirements

• Excellent communication skills;
• Strong customer service orientation;
• High level of integrity and confidentiality;
• Previous knowledge of online betting would be an advantage;
• Must be able to work shifts;
• Knowledge and interest in various sporting disciplines.

Main Responsibilities

• Responsible for acting as a liaison between customers and the company;
• Assisting with complaints, errors, account queries, billing, cancelations, and other queries;
• Escalate matters that are not able to be resolved or are identified as priority issues;
• Signing up new customers and activation of accounts;
• Communicating with customers and verifying account information;
• Accurate capturing of customer data;
• Quickly and professionally ascertain the customers problem or reason for calling;
• FICA verification;
• Assisting customers with the placement of bets, refunds, or cancellations;