SA Customer Success Associate

Sporty Group; Durban; On-site; ZAR 150 000 - 250 000; Full time

Job summary

An established industry player seeks a Customer Success Associate to enhance customer satisfaction through exceptional support. In this role, you will engage with customers across various channels, resolving issues and promoting brand loyalty. With a focus on first-call resolution, you will be part of a dynamic global team dedicated to improving the customer experience. The company offers a flexible work environment, competitive benefits, and an opportunity to make a significant impact in a thriving tech-focused organization. Join us to be part of a mission-driven team that values innovation and customer success.

Benefits

Quarterly Performance Bonuses

Flexible Working Hours

Top-of-the-Line Equipment

Referral Bonuses

28 Days Paid Annual Leave

Global Multicultural Team

Impactful Small Teams

Stability and Security

Qualifications

• Minimum of 3 years in customer support, preferably in online gaming.
• Strong communication skills and ability to troubleshoot effectively.

Responsibilities

• Handle customer queries via phone, chat, email, and social media.
• Educate customers on products and ensure satisfaction.
• Prioritize and manage multiple customer cases simultaneously.

Skills

Customer Support Experience

Online Gaming Knowledge

Excellent Communication Skills

Social Media Understanding

Team Collaboration

Self-Motivated

Service Desk Knowledge

Problem-Solving Skills

Ability to Work Under Pressure

Empathy and Emotional Intelligence

Tools

Freshdesk

Jira

Zendesk

Job description

Sporty's sites are some of the most popular on the internet, consistently staying in Alexa's list of top websites for the countries they operate in.

THIS ROLE IS ONLY APPLICABLE FOR CANDIDATES BASED IN MPUMALANGA.

Job Summary:

The successful applicant will be expected to handle customer queries using an omni-channel approach including Social Media, Web Chat, E-mail and Phone via a proprietary service desk to deliver world-class customer support to customers. The role is heavily customer-focused and will be part of a larger global Customer Service support team focused on improving the customer service experience with client satisfaction and retention as a top priority.

The primary purpose of the Customer Success Associate is to resolve customer issues on First Time Resolution/First Call Resolution (FTR/FCR) basis, educate customers on the company’s products and services and ensure that customers are fully satisfied and happy and ready to continue using the company’s products and services while actively promoting the brand and acting as a brand ambassador at all times.

Responsibilities:

• Field customer queries and communicate via various channels (Phone, chats, email, social media);
• Using the company’s service desk to communicate, record, and escalate, where required, customer issues;
• Maintain professionalism when interacting with customers across any channel;
• Enable customers to do troubleshooting via the self-service knowledge base and assist and guide customers accordingly;
• Prioritising and managing several open cases at the same time;
• Ability to escalate issues and do necessary follow-ups;
• Ensure appropriate standards and procedures are adhered to at all times;
• Ensure all issues are escalated within company processes and SLAs and follow up on resolution with internal teams and customers.

Required Skills:

• Minimum of 3 years of customer support experience;
• Online gaming experience with a focus on sports betting;
• Excellent communication skills, both verbal and written;
• Knowledge and understanding of Social Media Platforms;
• Be a Team Player and work collaboratively within a team environment;
• Self-driven and motivated;
• Knowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and/or Zendesk;
• Ability to understand, interpret, and communicate issues both internally and to customers;
• Troubleshoot customer problems, diagnose and provide solutions;
• Able to work within strict guidelines, follow company processes and procedures;
• Empathetic and high emotional IQ;
• Work to SLA thresholds as set by the company;
• Fast-learner with an ability to think on their feet, and adapt to fast-paced, high-pressure environment with demanding customers and time-critical situations;
• Work according to Key Performance Indicators (KPIs);
• Be able to work remotely;
• Employment will be subject to background checks being conducted as part of the legal requirement for this position.

Benefits:

• Quarterly performance bonuses;
• Flexible working hours;
• Top-of-the-line equipment;
• Referral bonuses;
• 28 days paid annual leave;
• Highly talented, dependable co-workers in a global, multicultural organisation;
• Our teams are small enough for you to be impactful;
• Our business is globally established and successful, offering stability and security to our Team Members.

Our Mission:

Our mission is to be an everyday entertainment platform for everyone.

Our Operating Principles:

• Create Value for Users;
• Act in the Long-Term Interests of Sporty;
• Focus on Product Improvements & Innovation;
• Be Responsible;
• Preserve Integrity & Honesty;
• Respect Confidentiality & Privacy;
• Ensure Stability, Security & Scalability;
• Work Hard with Passion & Pride.

Working at Sporty:

The top-down mentality at Sporty is high performance based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way. Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.

As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.

We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.