Customer Service Agent

We are looking for Customer Service Agents to join our newly formed Customer Service Team in Kigali. Reporting to the Customer Service Manager you'll be responsible for providing support on digital platforms to our customers throughout the African market.

You should have Customer Service experience and an interest in sports particularly Football. Experience in the gaming industry is also desirable.

Key role responsibilities

• Respond to customer queries received via live chat/email/social media platforms and offer appropriate responses/solutions to ensure superior service delivery while adhering to set processes and procedures.
• Provide accurate information and educate customers on how to use our products and services.
• Handle customer interactions in a courteous and professional manner.
• Follow-up on open escalated queries and completed requests to meet and exceed customer expectations.
• Escalate pertinent information (observations and occurrences) to management in a timely manner.
• Participate in operational and customer service improvement initiatives.
• Proactively propose improvements and feedback in processes and ways of working to management.
• Provide excellent quality customer service and other duties as assigned

Essential Skills

• Strong oral and written communication skills in English
• Excellent email etiquette
• Highly organized and detail oriented
• Ambitious, energetic and thrives under pressure
• Excellent communication and interpersonal skills
• Team player open to share knowledge and to support colleagues
• Ability to navigate through multiple computer applications with speed and accuracy

Desirable Skills

• Knowledge of French
• Sports Betting experience

Qualifications:

• Experience within a Customer Service or Call Centre environment
• A college diploma or equivalent qualification

Job Information

• This is a full time job
• Full training will be provided
• Job involves shift work including evenings, weekends and public holidays