SA Customer Success Associate

Sporty Group; Mbombela (Nelspruit); On-site; ZAR 180,000 - 260,000; Full time

Job summary

Sporty Group is seeking a Customer Success Associate 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.

The role involves fielding customer queries across phone, chats, email and social media, using

Qualifications

• 3+ years of customer support experience.
• Online gaming experience with a focus on sports betting.
• Excellent verbal and written communication.
• Ability to work on shifts - morning, afternoon and night shifts.
• Knowledge of Social Media Platforms.
• Familiarity with Freshdesk, Jira and Zendesk.
• Ability to meet KPIs and SLAs.
• Background checks will be conducted.

Responsibilities

• Field customer queries via phone, chats, email, and social media.
• Use the service desk to record and escalate issues.
• Maintain professionalism across channels.
• Guide customers to self-service knowledge base and assist accordingly.
• Prioritise and manage multiple open cases.
• Escalate issues within processes and SLAs and follow up on resolution.
• Adhere to company procedures and KPIs.
• Be based in Mpumalanga (Nelspruit) office.

Skills

Customer communication

Team player

Self-motivated

Empathy

Fast learner

KPI driven

Shift work

SLA adherence

Social media awareness

Tools

Freshdesk

Jira

Zendesk

Job description

About the role

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.

What you'll be doing

• Field customer queries and communicate via various channels (Phone, chats, email, social media).
• Using the company’s service desk to communicate, record, and escape, 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 escal ...? Wait
• 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.

What you'll bring

• Minimum of 3 years of customer support experience.
• Online gaming experience with a focus on sports betting.
• Excellent communication skills, both verbal and written.
• Ability to work on shifts - morning, afternoon and night shifts.
• 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).
• To be based and available to work from the office in Mpumalanga (Nelspruit).
• Employment will be subject to background checks being conducted as part of the legal requirement for this position.