Customer Support Agent at LulaBet

Job Description

• As a Customer Support Agent, your primary responsibility is to provide exceptional service and assistance to customers who have investigations, issues, or concerns regarding the company's products or services. 
• You will work closely with your team and other departments to always ensure the best standard of service

Here is what you will be doing (the important stuff)  

• Respond promptly and professionally to customer queries, issues, and requests via phone, email, chat, and other communication channels.
• Provide accurate and relevant information about the company's products and services; guided by our policies and procedures.
• Assist customers in troubleshooting technical problems or difficulties they may encounter and guide them through the resolution process.
• Document and maintain detailed records of customer interactions, queries, comments, and actions taken in the customer support system.
• Identify and escalate complex or unresolved customer issues to appropriate teams or higher-level support for further investigation and resolution.
• Follow established procedures for handling customer queries, complaints, and escalations, ensuring compliance with company guidelines and protocols.
• Collaborate with cross-functional teams, such as technical support and product development, to resolve customer issues and provide comprehensive solutions.
• Keep up to date with product knowledge, updates, and industry trends to provide accurate and up-to-date information to customers.
• Advocate for the customer by providing feedback, insights, and suggestions to improve products, processes, or customer experience.
• Ensure customer satisfaction and retention by building positive relationships, addressing concerns empathetically, and proactively addressing potential issues.
• Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs) related to response time, resolution time, customer satisfaction ratings, and other metrics.
• Continuously improve personal knowledge and skills through training, self-learning, and staying updated on industry best practices.

Qualifications

The essentials:  

• Matric / Grade 12 (essential)
• Previous knowledge of online betting is preferable.
• Proven experience in a customer support role or similar customer-facing position.
• Excellent communication skills, both written and verbal, with the ability to convey information clearly and effectively.
• Strong problem-solving and decision-making abilities to address customer issues promptly and effectively.
• Empathy, patience, and a customer-centric mindset to provide exceptional service and assistance.
• Ability to work in a fast-paced environment and handle multiple customer interactions simultaneously.
• Computer literacy is a must (Microsoft proficient)
• Basic technical knowledge and understanding of software applications, web-based platforms, or electronic devices is desirable.
• Strong attention to detail and accuracy in documenting customer interactions and information.
• Adaptability and flexibility to work in shifts, including evenings, weekends, and holidays, based on the company's support hours.
• Strong teamwork and collaboration skills to work effectively with cross-functional teams.
• Positive attitude, resilience, and a willingness to learn and grow in a dynamic customer support environment.
• Must be able to work shifts and weekends
• Some desirables:  
• Knowledge and interest in various sporting disciplines 
• Platform experience (Zendesk)