Job Description

• The call center agent should be a product knowledge expert on the firm, its activities, its products, etc.
• Receive customer enquiries, reports and complaints via telephone, email and website.
• Answer enquiries in a manner which calms the customer.
• Where resolution of such issues is above your abilities, you will escalate such issues immediately to the appropriate officers for resolution and followup till issue is resolved and customer is satisfied.
• Call dormant online betting clients and encourage them to renew their activities on the betting site.
• Engage existing clients on phone to gauge their satisfaction or otherwise of the online betting platform.
• Record all engagements with customers.
• Responding to enquiries from online bet account holders
• Providing account balance information to account holders upon request
• Sending text reminders to database of customers and potential customers.
• Maintaining telephone contact with key customers in order to build strong, trusting relationships.
• Entering changes to contact details in the database and detailing the requirements for follow up calls with customers.
• Using on-line systems to access data and answer customer inquiries within service times.
• Advise management daily of client feedback/comments relating to product content and pricing as well as company performance

Required Skills or Experience

• A minimum of 1 year working experience in a similar role.
• Working experience in the sports betting industry is a plus.
• A minimum of an HND certificate.
• Proven team work skills.
• Good communication skills.
• Initiative and drive.
• Self-motivated
• Having a friendly and engaging personality.
• Comfortable working with members of the public.
• Ability to think on your feet in a pressurised work environment
• Good communication skills.