The role of a Spanish Contact Centre Agent includes but is not limited to the following responsibilities:
- Providing world-class service to all of our players
- Responding to all incoming player queries, via all contact mediums including but not limited to: calls, live chat, e-mail, Social Media, WhatsApp
- Strive for ‘first-contact-resolution’ on all customer queries
- Ensuring that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
- Staying beyond shift hours to complete communication and volume received during their respective shift to ensure a clean shift handover
- Ensuring that any and all communication with our players is of the required standard and expected quality
- Follow company policies and procedures to ensure the retention of all players
- Completing assigned outbound tasks within the required time frame
- Liaising with the Senior Agents/Floor Managers to hand over player related issues
- Monitoring internal systems and informing the Floor Manager on duty if these are not operating, or responding, correctly
- Enhancing/improving player /customer experience and relationships
- Keeping their finger on the pulse of player experience and communication, liaising with Senior Agents / Floor Managers offering insights and improvements that can be implemented based on player experience
- Keeping their finger on the pulse of player experience and communication, liaising with Senior Agents / Floor Managers offering insights and improvements that can be implemented based on player experience
- Performing consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players
- Continued self-improvement through ensuring up skilling and training is requested when the need arises
- Operating as part of a team/unit
- Correctly recording all communication with our users/clients
- Correctly escalating queries to other departments (should the need arise)
- Follow company policies and procedures when recording all communication with our players
- Follow company policies and procedures when escalating queries to other departments (should the need arise)
- Live the values of the brand and business at all times
SKILLS AND EXPERIENCE REQUIRED
- Minimum of 2 years’ customer service experience within a large volume contact center
- Must have a passion and good knowledge of sports, sports betting and betting markets
- A clear voice and excellent command of Spanish – telephonic and written communication skills (non negotiable)
- 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 and solve problems
- The ability to swiftly adapt to changes in workplace and industry
- A strong work ethic and sense of responsibility
- Target and quality driven nature
- Ability to multi-task and work well under pressure
- Solution oriented – self-starter with a can do attitude
- Responsible individual with good timekeeping
Must have:
- Matric/Grade 12 (or equivalent) qualification
Beneficial:
- Customer Service diploma (or equivalent qualification)
- Social Media and IM experience and qualification
ADDITIONAL REQUIREMENTS
- Must be willing to work shifts. The Call Centre is a 24-hour operation and agents work on a rotational shift basis
- Essential – must have own reliable transport and internet connection
- Must be flexible on overtime (should it be required)
Desired Skills:
- Spanish Language
- Excellent customer service
Desired Work Experience:
- 2 to 5 years
Desired Qualification Level:
- Grade 12 / Matric
About The Employer:
We’re a global, multi-cultural brand that’s all about entertainment. As such, we’ve evolved into a focused, young community that thrives on all things sporty, providing services to an internationally renowned sports betting brand that has a huge presence in the Premier League and other top tier leagues around the world.
Our expertise lies in e-commerce solutions, social media, dynamic end-to-end marketing, CX, SEO, technology and a lot more. We are looking for sports enthusiasts who are also especially fanatical about soccer – if that’s you, we’d love to meet.
Employer & Job Benefits:
- Medical Aid
- Pension Fund