Customer Service Team Specialist
- Waterhouse Pl, Century City, Cape Town, 7441, South Africa
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 Marketing Manager On-line Sports Betting, this position is responsible for providing telephonic support services to players.
Ensure that the Call Centre team is appropriately staffed for the volume of calls, emails and chat sessions
Develop and implement a reporting structure than can be used to monitor call center agent's performance
Develop and implement Service Level Agreements within the team based on agreed metrics
Produce weekly and monthly reporting to senior management
Implement and maintain an effective conversion/sales program for the call center agents
Manage and assess outbound activity and ensure team targets are met
Provide timely and actionable feedback to management on all call center related activities
Manage VIP agents against call targets and player performance
Establish and maintain healthy effective inter-departmental relationships
Monitor the registration of new clients ensuring conversions through welcome calls and information regarding welcome offers
Ensure smooth running of the operation and minimize downtime through effective monitoring and escalating issues to the correct department or supplier as they may arise
Monitor deposits and withdrawal activity escalating to Risk/Trading as required
Ensure that all queries are immediately attended to within the Support SLA's and that customers are informed continuously about the process and progress made
Responsible for supervising calls center agents
Responsible for performance review of the call center agents
Responsible for interviewing and hiring as needed in conjunction with Management.
3 years plus experience in call centers with an online sports betting environment
Proficient knowledge of sports betting industries
Strong leadership skills with a hands-on approach and the ability to always show initiative
Fluent in both written and spoken English
Strong numerical and analytic skills
Strong communication, written, oral, and interpersonal skills
Able to react effectively and calmly in stressful situations
Comfortable with fast paced work environment
Knowledge and interest in various sporting disciplines.
Required to work weekend shifts as needed