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South Africa

e.CSO. Customer Service Host - FIXED TERM CONTRACTORS (4 Months)

Company Digital Outsource Services
Reference # #LG92
Published 09/12/2018
Contract Type Contract
4 Months
Salary Market Related
Location Century City, Western Cape, South Africa
Introduction
We pride ourselves to provide world class service distinguishing ourselves from the rest of our competitors by providing unforgettable service. What does that mean? Compassion, listening to our customers and using their feedback to improve our product offering, making commercially sound decisions, be on top of product and process changes to provide error free service and to make a lasting impression on our customers to ensure that they broadcast our brand in a positive manner. We serve to please our customers and retain them for a lifetime.
Job Functions Call Centre,Client Services
Industries Ecommerce
Specification
Duties will include, but not limited to:
•Promotion driven interventions, inbound (and/or outbound when required). This includes but is not limited to: Financial information, gaming advice, and review for additional offers, pro-active value adds.
•Customer relationship building and management by maintaining customer notes and paying attention to customer cues
•Respond promptly and interact effectively with casino customers via a different number of channels, namely calls, emails, webchat, and social media.
•You will be required to stay abreast of the customer centre SLA’s as teamwork will be required to maintain and exceed the expectations set. Everyone is accountable to achieve the SLA’s set.
•Ensure that more complex customer issues are followed up and resolved in a timely manner (by following defined escalation path when required)
•You will be responsible to have the website open at all times and navigate customers in real time. Guide customers through the website and assist them using the various services and products offered
•Ensuring the website is maintained with the correct information and report any errors to Line Manager
•Provide technical support to customers.
•Contribute to the ongoing development and improvement of the customer experience. You will be measured on initiative and innovation displayed in the working environment
•Responsible for each transaction from beginning to end, including queries or complaints. First contact resolution is key. We track and review all return customers to understand how we can improve our service.
•To carry out all other reasonable requests/objectives to an acceptable standard and agreed timelines
•Day to day administration
•Identifying good/bad business. Escalate to your coach, team lead or relevant department
•Report any suspicious betting activity (including potential money laundering)
•Recognizing trends that occur in our online Casino’s and passing these on to your Manager
•Occasional team reporting
•You will be accountable to manage your own performance: Good balance between KPI’s and COMBIINED-f. You will be measured on the consistency of your productivity and your behaviours displayed in the working environment
•You will be required to communicate effectively on shift. We encourage healthy work related debates as well as a continuously learning and educating environment.

Compliance:
•We dealing with regulated markets thus there is no room for error
•It is imperative to know all Policies and Procedures by back to front
•Once full technical training is received and tests passed you will receive a temporary license to operate
•Once you pass your probation period you will receive a full license to operate in the Markets
•Individual margin of errors are tracked and individual coaching will be provided if still within acceptable standards set.
•Should the margin of error be outside of the set standard your license to operate will be revoked and you will have to go back to training to re-qualify.
•Should the re-qualification process happen on multiple occasions the consequences and way forward will be discussed by your line manager and HRBP.
Additionally:
•High stress tolerance: Flexible approach to working in a dynamic and often high stress environment.
•Willingness and capacity to work an outside the shift basis on a voluntary basis as the business needs require.
•Ability to work under pressure and maintain concentration for prolonged time periods
•Proven team player with a ‘can do’ attitude.
•Ability to develop strong working relationships within a team, and other departments at DOS.
•Ability to handle conflict
•Excellent “follow-up” work ethic
•Good decision making and judgment
•Accountability
•Systematic, precise, logical, accurate and thorough
•Pro-active, organized and a strong personal drive
•Assertive, confident, quick thinking
Requirements

Non-Negotiables:
•Matric with mathematics or accounting is essential
•Completed Degree or 2 year Diploma is essential
•Willingness to work in 24/7 shift environment
•Strong customer service skills; ability to create rapport with customers, via telephone, chat and email

Advantageous Requirements:
•Study of a mathematical/analytical degree is advantageous

Job Requirements:
•Excellent organizational, multi-tasking and time management skills.
•Excellent written and verbal communication skills in English
•A proven ability to see problems through to their resolution.
•An excellent history of attendance and adherence to work schedules
•Knowledge of MS Outlook, MS Word, MS Excel essential

Personal Competencies:
•Passionate about Customer Service
•Exceptional attention to detail.
•Driven, dynamic and able to take the initiative.
•Ability to think outside the box

By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purpose of verification.
The qualifications identified herein are an inherent job requirement, therefore qualification verification check will be done.

To view all current vacancies, please visit our website, www.digioutsource.com
Should you not hear from us within 2 weeks, please deem your application as unsuccessful.
Job Closing Date 31/12/2018
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Last Updated: 3 days ago [18.12.01.46]
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