Job Purpose:

The Customer Experience Executive is tasked with ensuring that all channel engagements enhance the company’s competitive standing and commitment to becoming the leading Pan African online sports betting and gaming brand. This role involves managing customer queries through in-bound and out-bound channels, collaborating with support teams to promptly resolve issues, and fostering a commitment to customer experience excellence.

Key Responsibilities:

• Manage all in-bound and out-bound customer engagements.
• Escalate complex or unresolved issues to Contact Center Team Leaders and Back Office, ensuring timely resolution.
• Educate customers, providing information, upselling, and cross-selling company products and services.
• Initiate proactive and creative customer engagements to elevate the company’s brand.
• Review, update, and make approved changes to customer accounts as necessary.
• Record customer contact details and personal data in provided systems and CRM portal.
• Consistently achieve performance targets on assigned channels.
• Represent the department in key stages of the product development process and provide input into functionality, processes, and procedures.
• Participate in periodic reviews of systems, providing feedback for continuous process improvements.
• Increase digital uptake across USSD, SMS, Chatbots, social media, IVR, the app, and the web.
• Undertake assignments offered by your line manager.

Key Performance Indicators:

• Total number of interactions handled per day as projected by workforce teams and the line manager.
• Quality of customer engagements assessed by Quality Analysts.
• Timely response and engagement on provided platforms.
• Adherence and attendance to work schedule as guided by work schedules and rota.
• Achievement of other set targets.

Requirements

Education & Experience:

• Diploma or undergraduate degree from a recognized university or institution.
• Education background in an ICT-related field is an added advantage.
• Experience in a call center environment is an added advantage.

Functional Competencies:

• Excellent verbal and written communication skills.
• Active listening skills.
• Attention to detail.
• Ability to multitask.
• Good interpersonal skills.
• Strong team player.
• Proficiency in Microsoft Office.
• Flexibility in adapting to change.
• Problem-solving skills.
• Demonstrated patience and empathy.
• Accountability and integrity.