Our client, Dafabet Kenya, is an online sports
betting company and home to some of the best gaming products on the web
including odds, cash-out, instant pay-outs, live streaming and wide array of
other gaming products.
They are seeking to recruit a motivated and self-driven professional to fill in the following position in their Nairobi office:
Reporting to the Digital Customer Team Lead,
the position is responsible for working in line with Dafabet’s acquisition and
retention strategy through social media and liasing with customers to continue
betting through Dafabet’s digital channels.
Principal Accountabilities:
Qualifications:
Principal
Accountabilities:
They are seeking to recruit a motivated and self-driven professional to fill in the following position in their Nairobi office:
Digital Customer Contact – Retention Agent
Principal Accountabilities:
·
Understanding customer user journey to ensure
why customers are (and are not) registering, depositing and betting with
Dafabet.
·
Understanding Dafabet’s customer acquisition
and retention program.
·
Making outbound communications to: Customers
who have registered but not deposited, Customers who have registered, deposited
and not placed a bet,
·
Customers who have place a bet but have not
returned to Dafabet to place another bet, Customer who have issues with their
accounts, Customers who have complaints.
·
Understanding customers’ concerns as well as
providing feedback and reports to the Team Lead to ensure continuous
improvement and customer retention.
Qualifications:
·
Degree in Marketing or in any other related
field
·
Have proven experience in a social
media/marketing environment
·
Have strong customer and problem solving
skills
·
Ability to lead teams, provide & receive
constructive feedback and build team-based activities
·
Available to work with 24/7 shifting and work
weekends and holidays in order to monitor operations
·
Have good knowledge of MS Office applications
·
Have excellent communication skills
·
Should be of high personal integrity, with
sense of responsibility and accountability.
·
Have an understanding of betting and a passion
for sport is desirable
·
Previous experience of managing a Customer
Services team will be an added advantage.
Digital Customer Contact – Inbound Agent
Reporting to the Digital Customer Team Lead,
the position is responsible for responding promptly and effectively to incoming
contacts, chats, emails and providing technical support to customers.
The position will also be involved in managing
contacts and addressing customer concerns made via social media platforms
The position will work in line with the social
media team to support the marketing strategy to drive engagement and conversion
to our clients’ platforms
Principal
Accountabilities:
·
Promptly handling and resolving customers’
issue via email, chat and social media platforms while maintaining the set
quality standards of customer contacts.
·
Understanding customer needs and providing
efficient feedback to the Team Lead
·
Educate and advise customers on the company’s
marketing strategies, ongoing promotions as well as all aspects of Dafabet
products to enhance customer satisfaction and first call resolution.
·
Coordinating well with other colleagues,
superiors and other departments
·
Maintaining professionalism while attending to
customers regardless of the issue or customer’s demeanor and must successfully
handle difficult/sensitive issues.
·
Following internal department procedures and
compliance to company-wide rules and policies
·
Following up and resolving escalated customer
issues in a timely manner
·
Proactively develop customer relationships by
maintaining contact at an appropriate level
Key Skills and Qualifications:
·
Have Degree / Diploma in Marketing or any
other related field
·
Should be Fluent in English and Swahili
·
Excellent interpersonal skills, with the
ability to deal effectively and professionally with difficult customers
·
Have proven social media and marketing
experience
·
Be a proven team player with a can do attitude
and have flexible approach to working in a dynamic and often hectic environment
·
Should be customer service oriented and have a
proven ability to see problems through to their resolution
·
Have experience in customer service having
worked in a contact center environment with high contact volume
·
Should be proficient in MS Office
·
Should have high personal integrity, with
sense of responsibility and accountability
·
Be able to multi-task, with high level of
initiative and resourcefulness
·
Be results-oriented with a sense of urgency
and manages stress and pressure well
How to Apply
Interested candidates are requested to forward
their updated CVs to recruit@virtualhr.co.ke by Thursday 12th April 2018 clearly stating the
subject heading “DIGITAL CUSTOMER CONTACT – INBOUND AGENT”.