Vacancy: Customer Service
Roles and Responsibilities
Roles and Responsibilities
- Maintain
Customer focus at all times and respond to customers’ enquiries (e-mails
phone and face to face)
- Work
within agreed service levels, striving to exceed customer expectations
wherever possible.
- Exceed
productivity standards; such as overall accuracy; maintaining Service
Level of Agreement; backlog management of departmental and individual
markets and maintaining daily statistic.
- Take
ownership of queries and proactively follow through to resolution.
- Ensure
all customers’ queries are investigated and resolved, escalating issues if
appropriate, to the Customer Service Manager.
- Maintain
advanced working knowledge of all customer service processes for different
market segments and communicate discrepancies/ issues to team manager when
necessary.
- Mentoring
and developing new staff to meet customer service requirements.
Demonstrating willingness to assist team with day to day operations.
- Maintain
professional working relationship with internal and external customers,
customer service management and colleagues.
- Perform
quality assurance on work processed.
- Report
workload statistics as required.
- Work
effectively as part of a team to achieve individual, team and departmental
objectives, sharing knowledge and skills as appropriate.
- Provide
flexible support for team members and other teams and foster a positive
and a motivating environment.
- Demonstrate
a positive and flexible approach to changing business priorities.
- Assist
in gathering business requirements and analysis activities to facilitate
Continuous Improvement.
- Identify
and escalate recurring or consistent problems with systems functionality.
- Understand
priorities, products and services and have a good grasp of how the company
is run.
Skills
& Qualification Requirements
- Set
high performance standards and pursue agreed goals.
- Strive
for constant improvements and take responsibility for achieving business
results and persevere despite obstacles.
- Diagnose
problems and thoroughly analyze information to guide decision making.
- Evaluate
and assimilate critical information when reaching conclusions and make
logical, competent decisions.
- Report
problems to management with suggestions for resolutions.
- BA
In Administration.
- A
minimum of 3years in office administration and call centre duties is
preferable.
- Team
Player, Self-motivated, result-oriented and highly independent.
NB:
Knowledge in sports and sports betting would be an added advantage. (Knowledge
and demonstrated interest) Preferably a Lady.
Application Process
Interested candidates are invited to strictly email their cover letter and CV, clearly detailing their current remuneration and expectations to recruitmentmaggie@gmail.com
Application Process
Interested candidates are invited to strictly email their cover letter and CV, clearly detailing their current remuneration and expectations to recruitmentmaggie@gmail.com
Only short
listed candidates will be contacted.
