Job Summary
Must have South Africa Citizenship or Permanent Residency
Hybrid working Model - 3 days Office / 2 days home
Job 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 user
- Answer chats, calls, and respond to emails in the Portuguese language
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
- Enter and update customer information into system
- Identify and escalate priority issues
- Follow 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 adds
- Customer relationship building and management by maintaining customer notes and paying attention to customer cues
- Responding promptly and interact effectively with casino customers via a different number of channels, namely calls, emails, webchats, social media
- You 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 email
- Fluent 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 skills
- A proven ability to see problems through to their resolution
- An excellent history of attendance and adherence to work schedules
- Demonstrated literacy in MS Office (Outlook, Word and Excel)
- Prioritize tasks in a busy environment
- Proven passion for customer service and excellent CRM skills
- Pro-active, organized and strong personal drive
Qualifications and Experiences:
- Completed Matric
- Customer Service Experience – 1-year experience
- Previous Call Centre work (an advantage)
- Previous working experience in the online gaming industry a definite advantage
- Valid driver’s license and own transport is advantageous
- Ability to work rotational shifts
Shift work on rotation:
- 6 am - 2 pm
- 2 pm - 10 pm
- 10 pm - 6 am