Customer Service Representative at Hollywoodbets

Job Description

Bonne Garde Support (Pty) Ltd has an exciting opportunity available for a Customer Service Representatives to be based in Team Support, Umhlanga, Durban. The incumbent will provide professional customer experience to our UK customers by handling live chats/ emails/ internal messages. Attend to account verification/ documents images and withdrawals timeously.

Minimum requirements:

• A minimum of 1-year customer service or contact centre experience.
• Ability to speak, read and write fluently in English and have a high comprehension of the English language.
• Computer literate and typing skills.

Responsibilities:

Excellent consistent customer experience:

• Ensure Customer chat satisfaction targets are achieved consistently.
• Ensure the correct shortcuts are utilized when responding to Customers.
• Provide service excellence through practicing the Customer engagement principles by portraying the behaviours in relation to the Bonne Garde Support purpose. 
• Provide and ensure best Customer ethics.
• Ensure confidentiality of Customer information is maintained.
• Ensure that quality assurance behaviours are adhered to according to the quality assurance definitions list.
• UK daily monitoring is completed every 15 minutes.
• Identify service breakdown, Customer needs and proactively follow the escalation process.
• Adhere to the policy and procedures for complaints and dispute handling.

Engaged and committed people:

• Live the BGS group values.
• Take personal accountability for your performance and career by following the Performance Management Process.
• Display a positive response to performance feedback.

Efficiency and effectiveness:

• Report for duty 30 minutes before shift start time to be successfully logged on and in available status.
• Ensure you adhere to your daily schedules.
• Be flexible with changes to the schedules due to unplanned reasons.
• Report any system or technical issues to your respective Team Leader immediately.
• Report any fraud or unlawful activity to your respective Team Leader.
• Ensure you keep yourself abreast of all changes or new information within the Hollywoodbets International and Bonne Garde Support.
• All UK documented processes are adhered to.

Risk and compliance:

• Be aware of risk implications and in need refer to our Risk Team.
• Keep abreast with new Legislations, Policies and Procedures all the time.
• Report all unlawful activity to Management.
• To ensure all UK compliance training is completed annually and you apply the UK policies and procedures relating to Anti-Money Laundering, Responsible Gambling and General Data Protection.

Skills and competencies:

• Excellent communication and interpersonal skills.
• Exceptional Customer service skills.
• Demonstrates exceptional attention to detail.
• Must be results driven.
• Ability to manage multiple projects with limited supervision.
• Ability to work under pressure and still produce quality results timeously.