Customer Service

Dream Team Affiliates; Johannesburg; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading iGaming company is looking for a Customer Service Agent to provide exceptional support to players. The candidate should have a passion for assisting others, with at least 2 years of customer service experience. Responsibilities include resolving player queries, delivering high-quality assistance, and collaborating within a dynamic team. This role requires flexibility to work shifts, including weekends and holidays.

Qualifications

• At least 2 years of experience in a Customer Service Agent role.
• Flexibility to work shifts, weekends, and holidays.
• Passion for customer service and building relationships.
• Experience in high-volume call center customer service.

Responsibilities

• Deliver exceptional customer service to players via email and live chat.
• Strive for immediate resolution of player queries on first contact.
• Manage incoming player queries, ensuring timely responses.
• Track player engagement and suggest improvements.

Skills

Customer Service Experience

Teamwork

English Fluency

Planning Skills

Dynamic Attitude

Knowledge of CRM Software

Job description

At least 2 years of experience in a Customer Service Agent role
Ability and willingness to work shift work

Overview & Purpose

We are seeking a proactive, enthusiastic Customer Service Agent to join our dynamic team in the iGaming industry.

This individual will provide excellent customer support to ensure players have a seamless gaming experience, answering queries, resolving issues, and maintaining high standards of service.

The ideal candidate has a passion for helping others, thrives in fast-paced environments, and is excited to be part of a vibrant, customer-centric team.

Key Responsibilities

• Provide World-Class Service: Deliver exceptional customer service to players across communication channels including email and live chat.
• First Contact Resolution: Strive for immediate resolution of all player queries and concerns, aiming for satisfaction on first contact.
• Handle Player Queries: Manage incoming player queries, ensuring responses are timely, professional, and aligned with company standards.
• Monitor Player Satisfaction: Track player engagement and satisfaction, recommending improvements to the CS Manager and Team Lead.
• Internal Collaboration: Work closely with senior agents, managers, and other departments to resolve issues and escalate when necessary.
• Real-time Systems: Be aware of internal systems and notify management of potential issues to ensure smooth operations.
• Competitor Analysis: Conduct analysis on customer service practices and propose improvements to maintain competitive edge.
• Quality Assurance: Ensure communications meet quality standards and comply with policies.
• Documentation and Reporting: Document and report all player interactions and feedback accurately.

This description is not exhaustive; additional duties may be assigned to achieve business objectives.

Qualifications & Skills

• Experience within Customer Service.
• Flexibility to work shifts, weekends, and holidays.
• Team player with cross-functional collaboration experience.
• Fluent in English (written and spoken).
• Strong planning and organizational skills.
• Experience in high-volume call center customer service, gaming industry experience is a plus.
• Passion for customer service and building relationships.
• Knowledge of industry trends and competitors.
• Energetic, dynamic, and enthusiastic.
• Familiarity with CRM software, live chat platforms, and troubleshooting; gaming platform experience is advantageous.

Person Specification

• Self-motivated and energetic.
• Target-driven with effective communication skills.
• Innovative with the ability to think creatively.
• Strong work ethic and attention to detail.
• Positive, empathetic attitude towards players and team members.
• Ability to adapt to change and stay motivated.
• Fun, high-energy approach.

Reporting to: Customer Service Manager and CS Team Leads