Customer Service Team Specialist

  • 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 Marketing Manager On-line Sports Betting, this position is responsible for providing telephonic support services to players.

Job Description

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. 

Qualifications

3 years plus experience in call centers with an online sports betting environment

Proficient knowledge of sports betting industries 

Additional Information

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 

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