Call Centre Agent - Betway Africa

• Provides world-class service to all of our players.
• Assists all customers – through inbound support and critical outbound campaigns.
• Responds to all incoming player queries, via all contact mediums including but not limited to: calls, live chat, e-mail, Social Media, WhatsApp.
• Handles and ensures inbound contacts presented during shift are dealt with during the required SLA timeframes and manner.
• Stays beyond shift hours to complete communication and volume received during their respective shift to ensure a clean shift handover
• Follows company policies and procedures to ensure the retention of all players.
• Completes assigned outbound tasks within the required time frame.
• Responsible for professional and quality driven communication with customers is maintained at all times
• Strives for ‘first-contact-resolution’ on all customer queries
• Liaises with the Coaches / CS Managers to hand over and manage customer escalations.
• Monitors Internal Systems and informing the Coaches / CS Managers on duty if these are not operating, or responding, correctly.
• Enhances and improves user/customer experience and relationships.
• Operates as part of a team/unit.
• Correctly records all communication with our users/clients.
• Correctly escalates queries to other departments (should the need arise).
• Keeps their finger on the pulse of player experience and communication, liaising with Coaches / CS Managers offering insights and improvements that can be implemented based on player experience?
• Performs consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players.
• Continues self-improvement through ensuring up skilling and training is requested when the need arises.
• Lives the values of the brand and business at all times.
• This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

• Degree or relevant qualification/experience
• Proven experience working with Ghanaian clients
• Minimum of 2 years customer service experience within a high-volume call Centre.

• Numbers-driven with strong analytical skills.
• Intermediate computer proficiency (specifically MS Office and internet applications)
• Typing skill and accuracy of an average of 40 words per minute with 90% accuracy
• Strong attention to detail and distinct ability to identify/solve problems.

• A clear voice and must be able to offer excellent written and telephonic communication in
• English as well as additional languages relating to our Ghanaian market (i.e. Twi, Ewe,
• Dagbani etc)
• The ability to swiftly adapt to changes in the workplace and industry
• Ability to multitask and work well under pressure
• Target and quality-driven nature
• A strong work ethic and sense of responsibility
• Must be flexible on overtime, should it be required
• Solution-oriented – self-starter with a can-do attitude
• Must be willing to work shifts (if required) as our business is a 24-hour operation

• structure includes work over weekends and public holidays
• Responsible individual with good timekeeping
• Must have reliable transport and a valid driver’s license 3 – 5 years’ relevant experience in a role dealing with customer experience and customer service
• Excellent and professional telephone etiquette
• Ability to understand and manage client expectations
• Proficiency in MS Office Suite – Intermediate/Advanced Excel Skills
• Excellent administrative skills with attention to detail and a methodical and disciplined approach to work
• Confidentiality, tact and discretion
• Innovative and solution driven – Strong ability to resolve escalated queries and to do independently as much as possible
• Excellent time management and deadline-driven with the ability to multi-task in a deadline-driven, high-pressure environment
• Uses own initiative and works well under pressure
• Adapt well to change
• Strong team player
• Good communication skills, both verbal and written
• Ability to work collaboratively in a team environment and effectively prioritize tasks

• Computer
• Headset
• Access Card
• GLICO Health card

• We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
• Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
• Contributions towards Medical aid and Vitality, Provident Fund and Group Life cover.

JobSearch Ghana