Must have South Africa Citizenship or Permanent ResidencyHybrid working Model - 3 days Office / 2 days homeJob Description An established International Contact Centre online gaming company in Cape Town CBD, is looking for a Portuguese-speaking Customer Service Agent to join their international team.This exciting opportunity is ideal for the young professional, who wants to gain valuable experience in a multi-disciplinary environment, work with cutting edge technologies, while serving the European market in the online gaming industry.
Key Performance Areas: Identify the needs of the end userAnswer chats, calls, and respond to emails in the Portuguese languageResearch required information using available resourcesManage and resolve customer complaintsProvide customers with product and service informationEnter and update customer information into systemIdentify and escalate priority issuesFollow up customer calls where necessary Your duties will include but not limited to: Promotion driven interventions, inbound (and/or outbound when required)Financial information, gaming advice, and review for additional offers, proactive value addsCustomer relationship building and management by maintaining customer notes and paying attention to customer cuesResponding promptly and interact effectively with casino customers via a different number of channels, namely calls, emails, webchats, social mediaYou will be required to stay abreast with customer centre SLA's as teamwork will be required to maintain and exceed the expectations set.Ensure that more complex customer issues are followed up and resolved in a timely manner (by following defined escalation path when required) Knowledge and Skills: Strong customer service skills; ability to create rapport with customers, via telephone, live-chat, and emailFluent in spoken & written English/Portuguese (mother tongue level)Strong communication skills (verbal and written) - especially empathy, active listening skills, with the ability to "read between the lines"Excellent organization, multi-tasking and time management skillsA proven ability to see problems through to their resolutionAn excellent history of attendance and adherence to work schedulesDemonstrated literacy in MS Office (Outlook, Word and Excel)Prioritize tasks in a busy environmentProven passion for customer service and excellent CRM skillsPro-active, organized and strong personal drive Qualifications and Experiences: Completed MatricCustomer Service Experience – 1-year experiencePrevious Call Centre work (an advantage)Previous working experience in the online gaming industry a definite advantageValid driver's license and own transport is advantageousAbility to work rotational shifts Shift work on rotation: 6 am - 2 pm2 pm - 10 pm10 pm - 6 am
