Job Description:
Join Media Bay, part of Super Group, and become a Contact Centre Agent supporting the delivery of high-quality service to clients. This role involves handling player queries across various mediums, ensuring first-contact resolution, and maintaining high communication standards.
Responsibilities:
- Providing world-class service to all players
- Responding to all incoming player queries via calls, live chat, email, WhatsApp
- Striving for ‘first-contact-resolution’ on all customer queries
- Ensuring all communication and volume received during their shift is dealt with in the required timeframe and manner
- Ensuring all communication with players is of the required standard and expected quality
- Following company policies and procedures to ensure the retention of all players
- Completing assigned outbound tasks within the required timeframe
- Liaising with Senior Agents/Floor Managers to hand over player-related issues
- Monitoring internal systems and informing the Floor Manager on duty if these are not operating or responding correctly
- Enhancing/improving player/customer experience and relationships
- Keeping their finger on the pulse of player experience and communication, liaising with Senior Agents/Floor Managers offering insights and improvements that can be implemented based on player experience
- Performing consistent customer service competitor analysis to offer insight and opinion on how the business can improve its services to players
- Continued self-improvement through ensuring up skilling and training is requested when the need arises
- Correctly escalating queries to other departments (should the need arise)
- Following company policies and procedures when recording all communication with players
Requirements:
- Minimum of 2 years’ experience in a Customer Service/ Contact Centre role
- Diploma/Degree is essential
- Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
- Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
- Exceptional attention to detail, ensuring high standards of quality in all outputs
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
Application Process:
To submit your application, please follow the link provided below. https://myhcm.wd3.myworkdayjobs.com/Betway_Africa/job/Dar-es-Salaam/Contact-Centre-Agent_JR10927?source=LinkedIn
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