Social Media Customer Care Agent Kick-start your career in the online gaming world and experience the very latest in technology and innovation.
Providing world class customer care to all prospective clients within our social media environments. Managing all social media channels in line with the departmental strategy and social media requirements and guidelines. Creating and suggesting exciting and relevant content that increases brand awareness within customers. Create content relevant to identified business persona. Enhancing / improving the experience and relationships with our sports betters / punters by actively listening within the business SM space so as to offer insights on improving customer needs and experience. Focus on driving positive customer sentiment and highlight possible developmental areas for improvement. Liaising with Senior Agents / Floor Managers to convey/highlight any issues and/or complaints that may affect the business as a whole, our betters and internal clients/stakeholders negatively. Monitoring internal systems and informing the Floor Manager/supervisor on duty if these are not operating, or responding, correctly. Correctly and diligently follow all requirements and company policies and procedures relating to the capturing of all communication with our sports betters as well as following proper escalation process to other departments should the need arise. Has a high regard for self-improvement through ensuring up skilling and training is requested when the need arises. Consistently lives the values of the brand and business at all times. Performs other assigned duties as requested that are in line with a sports related customer service environment. SKILLS AND EXPERIENCE REQUIRED Good understanding of the different platforms such as Facebook, Instagram, YouTube and Twitter. Understand the role of FICA within the South African betting market. Has a good knowledge of sports and sports betting practices and can communicate / educate on sports betting markets and terminology to inexperienced bettors and staff. Minimum of 2 years' customer service experience within a large volume call centre. Excellent written communication 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 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. REQUIRED QUALIFICATIONS Must have:
Matric/Grade 12 (or equivalent) qualification. Social Media and IM experience and qualification. Beneficial Customer Service diploma (or equivalent qualification). Proficiently speak, read and write additional African languages outside of Afrikaans and English. Copywriting skills and experience. Knowledge of Sprout Social. 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. Must be flexible on overtime (should it be required). *Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process. *Shortlisted candidates may need to complete an assessment. This position requires trust and honesty; it has access to customers' financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.
Should you not hear from us within 2 weeks, please deem your application as unsuccessful.
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