Call Center Agent
AFRICAWORK
We are looking for a Call Center Agents. Missions: Provide world-class service to all players; Respond to all incoming player queries via all contact mediums including but not limited to: calls, live chat, email, social media, WhatsApp; Aim for 'first contact resolution' on all customer queries; Ensure that all communications and volumes received during the shift are dealt with in the required timeframe and manner; Stay beyond shift hours to complete communications and volume received during the shift to ensure a clean shift handover; Ensure that all communications with players are of the required standard and expected quality; Follow company policies and procedures to ensure retention of all players; Complete assigned outbound tasks within the required timeframe; Liaise with Senior Agents/Floor Managers to escalate player related issues; Monitor internal systems and inform the Floor Manager on duty if they are not working or responding correctly; Enhance/improve player/customer experience and relationships; Keep your finger on the pulse of player experience and communication, liaising with Senior Agents / Floor Managers to provide insights and improvements that can be based on player experience.
Zambia : Lusaka
2023-11-17
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