Duties and Responsibilities

• Handle customer queries phone, live chat, Whatsapp, Social Media, email and face-to-face in a polite and professional manner
• Probing and Trouble-shooting customer queries to provide a suitable and satisfactory solution
• Educate current and potential customers on product and service information via telephone, social media, activations, face to face amongst other media.
• Maintain accurate customer records
• Identify and escalate priority issues to the Team Leader
• Follow up on customers whose issues had been previously escalated once there is a resolution
• Conduct outbound campaigns and periodic surveys to educate customers on services and processes
• Actively participate in team meetings
• Maintain accurate customer records by following Customer Service procedure on record keeping.
• Identify and escalate priority issues to your Team Leader.
• Keep all equipment assigned to you operational and in proper condition by following established procedures; reporting malfunctions.
• Attend all coaching sessions offered to you by your supervisors or any other assigned person.
• Achieve the agreed KPIs and Objectives as communicated by your supervisor.
• Any other responsibilities assigned by the supervisor(s)

Qualifications

• Completion of KCSE; Diploma or higher education an added advantage
• Experience working in Zambia, Lesotho, Botswana, Uganda, Rwanda and Mozambique in a call center set up being an added advantage
• Passionate about customer care
• In-depth understanding of betting products and services
• Excellent typing skills
• An excellent communicator
• Positive attitude
• Experience working with MS Office
• Fluent in written and spoken English and Swahili
• Able to work well under pressure and under minimum supervision
• A fast learner who is able to work with set targets
• A team player
• Must be time flexible and able to work in a shift system including Public holidays and Weekend