Customer Care Chat Agent (Fix-Term)

Turfsport City of Cape Town, Western Cape, South Africa

Customer Care Chat Agent (Fix-Term)

A leading provider of omni-channel wagering software for casino, sports, horse racing, numbers and more, TURFSPORT provides fully managed end-to-end solutions for online, mobile and retail operators. In order to deliver on our joint strategy, we are looking for dynamic and motivated Customer Care Chat Agents to join our team. As a Customer Care Chat Agent, you will be responsible for providing prompt and accurate first line support to customers through various channels. You will manage customer queries professionally, maintain service level agreements and play a crucial role in ensuring customer satisfaction.

Key Job Function:

• Handling incoming first line support volume in form of chats, tickets, UNS requests, Skype Chat escalations/questions and JIRA tickets
• Responsible for meeting first line support targets and KPI’s
• Ensure customer queries are attended to in a timely and accurate manner
• Identifying customer needs and assisting customers with their queries
• Escalation of technical issues
• Follow communication procedures, guidelines, and Company policies

Requirements:

• 2 years’ experience as a customer service agent
• Qualification: Diploma or Higher
• Experience in an online industry, iGaming is highly desirable
• Verbal and written communication skills in English
• Collaboration skills: Proven ability to work collaboratively with team members and managers, fostering a positive and productive work environment
• Negotiation and communication abilities
• Flexible team player with a strong drive for success
• Ability to multitask and work under pressure
• Be willing to work hours as per the support schedule – 24/7-hour support (weekends/public holidays/shifts/nightshift) on a Fix-Term basis

Our Values:

We are looking for people who embody our core values: Communication , we communicate honestly and respectfully; Teamwork , we are in it together and work towards a common goal; Improvement , we make an ongoing effort to improve our products, services, and processes; Knowledge sharing , we help each other learn and grow; Accountability , we are accountable to our customers and our fellow workers; Excellence , in whatever we do, we practice diligence and quality – we do things to the best of our ability.

Seniority level:

Entry level

Employment type:

Temporary

Job function:

Customer Service

Industries:

IT Services and IT Consulting, Gambling Facilities and Casinos #J-18808-Ljbffr