Customer Service

Dream Team Affiliates; Johannesburg; On-site; ZAR 20 000 - 40 000; Full time

Job summary

Join a vibrant team as a Customer Service Agent in the iGaming industry, where your passion for helping others will shine. This role involves delivering exceptional service to players, resolving queries on first contact, and collaborating with various departments to enhance player satisfaction. With a dynamic environment that thrives on energy and enthusiasm, you'll play a crucial part in ensuring a top-notch customer experience. If you're ready to embrace challenges and make a difference in a fast-paced setting, this opportunity is perfect for you.

Qualifications

• 2+ years of experience in a customer service role, preferably in a call center.
• Strong planning, organizational, and communication skills are essential.

Responsibilities

• Deliver exceptional customer service via email and live chat.
• Manage and resolve player queries efficiently and professionally.

Skills

Customer Service Experience

Fluency in English

Organizational Skills

CRM Software Familiarity

Live Chat Platforms

Basic Troubleshooting

Tools

CRM Software

iGaming Platforms

Job description

Customer Service Agent Job Description

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

Requirements

• At least 2 years of experience in a Customer Service Agent role
• Ability and willingness to work shift work
• Fluent English – both written and spoken
• Proven planning and organisational skills
• Experience in customer service within a large volume call center environment; experience in gaming or a related industry is an advantage
• Familiarity with CRM software, live chat platforms, and basic troubleshooting; experience with iGaming platforms is advantageous

Key Responsibilities

1. Provide World-Class Service: Deliver exceptional customer service to players across communication channels including email and live chat.
2. First Contact Resolution: Strive for immediate resolution of all player queries and concerns, aiming for satisfaction on first contact.
3. Handle Player Queries: Manage incoming player queries, ensuring responses are timely, professional, and aligned with company standards.
4. Monitor Player Satisfaction: Keep track of player engagement and satisfaction, identifying improvements and making recommendations.
5. Internal Collaboration: Work closely with senior agents, managers, and other departments to resolve issues and escalate when necessary.
6. Real-time Systems: Be aware of internal systems and notify management of potential issues.
7. Competitor Analysis: Conduct analysis on customer service practices and propose improvements.
8. Quality Assurance: Ensure all communications meet quality standards and comply with policies.
9. Documentation and Reporting: Document all interactions and feedback accurately in internal systems.

Additional Qualifications

• Flexibility to work shifts, including weekends and holidays
• Team player with experience working cross-functionally
• Strong passion for customer service and relationship building
• Energetic, dynamic, and enthusiastic attitude
• Ability to adapt to high levels of change and stay motivated

This job description is not exhaustive and may include other duties as necessary to achieve business objectives.