Customer Service Advisor

Role Overview: 

The Customer Service Advisor is the first point of contact for all queries, enquiries, and complaints from customers, and will ensure that these interactions are attended to and handled quickly and effectively.  

What You Will Be Doing:  

• Resolve problems by clarifying the customer's complaints, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution.
• Act as a liaison and attend to customer’s enquiries, requests and complaints quickly, courteously and effectively.
• Document / capture customer’s interaction on Company’s CRM tool.
• Contribute to the overall team effort by accomplishing assigned tasks.
• Build sustainable relationships of trust through open and interactive communication.
• Identify and assess customer’s needs to achieve satisfaction and improve customer retention.
• Recommend process improvements and adhere to company’s procedures, guidelines and policies.
• Make outbound calls to conduct “health” checks, carry out surveys to improve customer satisfaction / retention, introduce new products and promos to existing customers, contact missed interactions as a result of abandoned calls and act on requests by other departments.
• Work with Team Manager and other CSAs to deliver excellent customer service always.
• Adhere to assigned shift schedules, attend team meetings and trainings as required.
• Any other responsibility assigned by the Company.

What You Need for This Role:  

• Minimum of Grade 12 (matric) or NQF Level 4 (or equivalent).
• English language proficiency.
• Customer service experience of at least a year.
• Previous contact centre experience advantageous.
• Experience in Online Sports Betting advantageous.
• Passion for sports.
• Excellent contact handling skills, active listening, live chat, email and social media etiquette non-negotiable.
• Ability to multi-task, prioritize and manage time effectively.
• MS Office Word and Excel experience.
• Customer service focused.
• Attention to detail.
• Problem solving skills.
• Excellent communication skills (good listening skills, excellent writing skills, good spelling and grammatical skills, expresses self fluently).

How you do it – Expectations for fulfilling your role:  

As a general rule at KingMakers we want people to be: 

• Customer Focus: We keep the customer at the center of everything we do.  
• Passion & Dedication: We are passionate about what we do, employing only smart, honest, dedicated, and results oriented team players.  
• Openness, Honesty & Directness: We embrace a culture of candor and work together towards the right solution whilst being open, honest, and willing to give and receive feedback, judgment-free. We play the ball, not the person.  
• Innovation & Big Thinking: We always look for ways to innovate whilst not losing sight of what's important. The bigger we think, the more we inspire, the better the outcome.   
• Ownership & Accountability: We think like owners. If we see a problem, we find a solution. We are pragmatic and always strive to do more with less. 
• Speed & Focus: We plan, we strategize, but mostly, we DO. Without doing, there is no progress, we can always change direction but only if we start moving. Fast beats slow.  
• Low Ego: The best solutions are achieved when we leave our egos at the door. We always seek opportunities to learn in every situation. No job too small.  
• Fun: On balance, we believe in having fun whilst working. We maintain perspective as best as we can, and together, we celebrate our successes.