JOB DETAILS:
Requirement:
• Excellent level of English and Swahili
• Excellent interpersonal and communicational skills in English and Swahili
• Ability to work 24/7
• Very good Computer skills (knowledge of Microsoft Office tools)
• Good technical troubleshooting skills
• Team Player with positive “can do” attitude
• Ability to learn and adapt in a fast and dynamic, multinational, multilingual and
multicultural environment;
• Previous experience as a Customer Services or Sales representative – a must
• Previous experience in the Gaming – an advantage
• Experience in Sales domain – an advantage
• Results-oriented (being Customer Support and/or Sales ones)
• Ability to cope with various tasks and on some occasions to react under pressure;

• Willingness to work a flexible schedule to include weekends, possible holidays and
occasional overtime when needed.

Core Responsibilities:
• Assist to the customers with any query that arises through available communication
channels
• Resolve customer queries while keeping both the company and customer’s best interest in
mind
• Provide online troubleshooting by using the available communication channels
• Achieve up-sales, conversions and decline solutions by chat and phone calls
• Work according to departmental and company protocols and work procedures

• Provide an excellent level of service and making sure that the customer’s request is
answered and assisted within SLAs, in order to contribute to an excellent customer
experience with us
• Perform proactive phone calls to customers according to predefined segments
• Report to the relevant departments regarding site issues, in accurate content and trouble
shooting
• Manage personal performance report on a daily basis
• Maintain a clean work environment and respect office equipment.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Knowing our products inside and out so that you can answer questions.
• Keeping records of customer interactions, transactions, comments, and complaints.

• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Handle Chat Support, Inbound calls and answer emails from customers.
• Deliver an attentive and comprehensive service to our customers based on Sports Betting product, account problems and first line support.
• Delivering a high level of customer service to players regarding their queries and inform them about promotions and other products
• Engage potential customers in dialogue that open opportunities
• Support and guide customers with all requests and escalating and following up when necessary.
• Meet company expectation for excellent customer service
• Maintain a friendly, professional tone at all times

• Function as part of the team with sincere enthusiasm
• Take relevant notes on all call for future use and enter into database

Send only your CV to: goldendeers.F6.33F@applynow.io