Customer Support Agent

  • Waterhouse Pl, Century City, Cape Town, 7441, South Africa
  • Full-time

Company Description

Peermont prides itself on offering our guests exceptional customer service and value for money.  We always strive to employ and develop individuals that share our values of Respect and Humility, Integrity, Collaboration and Accountability.

As part of this we endeavour to provide opportunities to our employees to develop their careers within the Peermont Group and are therefore proud to offer another career development opportunity for the position mentioned above.

Reporting to the Customer Support Specialist: On-line Sports Betting, this position is responsible for providing telephonic support services to players.

Job Description

  • Responsible for acting as a liaison between customers and the company;
  • Assisting with complaints, errors, account queries, billing, cancelations, and other queries;
  • Escalate matters that are not able to be resolved or are identified as priority issues;
  • Signing up new customers and activation of accounts;
  • Communicating with customers and verifying account information;
  • Accurate capturing of customer data;
  • Quickly and professionally ascertain the customers problem or reason for calling;
  • FICA verification;
  • Assisting customers with the placement of bets, refunds, or cancellations;
  • Follow up customer calls where necessary;
  • Provide advice to customers on company information and services;
  • Accurate capturing of payment information and other pertinent information such as addresses and phone numbers;
  • Logging of errors or problems on the website;
  • Manage live chat, WhatsApp line and emails with customers in a professional and polite manner;
  • Informing customers of deals and promotions;
  • Close out or open call records;
  • Compile reports on customer satisfaction;
  • Handle changes in policies or renewals;
  • Manager customer deposits and customer payout requests;
  • Liaise with the software provider technical support team where necessary.

Qualifications

  • Matric / Grade 12
  • 1-2 years’ experience in a call centre;

Additional Information

  • Excellent communication skills;
  • Strong customer service orientation;
  • High level of integrity and confidentiality;
  • Previous knowledge of online betting would be an advantage;
  • Must be able to work shifts;
  • Knowledge and interest in various sporting disciplines.
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