Our client, Dafabet Kenya, is the
home to some of the best gaming products on the web that includes best 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:
They are seeking to recruit a motivated and self-driven professional to fill in the following position in their Nairobi office:
Digital Customer Service Agent
Reporting to the Digital Customer
Care Team Lead, the incumbent will be responsible for responding promptly and
effectively to incoming contacts, chats, emails and providing technical support
to customers. This position will also be involved in managing contacts and
addressing customer concerns made via social media platforms
Principal Accountabilities:
·
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
·
Educating and advising 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
·
Developing customer relationships by
maintaining contact at an appropriate level
Key Skills and Qualifications:
·
Have a Degree/Diploma in Marketing or
any other related field
·
At least 2 years’ experience in a
similar role
·
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 team player with a can-do
attitude and have a 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
·
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
·
Result-oriented with a sense of
urgency and manages stress and pressure well
Digital Customer Care Team Lead
Reporting
to the General Manager, the Digital Customer Care Team Lead will be responsible
for maintaining and developing high standards of customer service and ensuring
effective outbound communication to our customers.
Principal Accountabilities:
·
Customer Service Team Management:
Leading the CS team and assisting with setting and monitoring the delivery of
impeccable customer service standards to our customers thus ensuring strong and
effective relationships between the customers and the CS team
·
Communication: Ensuring that the CS
team is kept fully updated with all policies, profiles and procedures governing
the operation of all customer accounts to ensure clarity of approach and
customer enrichment
·
Develop and Manage the Response
Processes: Organizing and managing a supervisory process to ensure that all
customer contacts are logged and actioned within our service level agreement
and according to required standards
·
Escalation Process: Setting and
leading the query escalation process to ensure that all escalated queries are
resolved efficiently and effectively
·
Customer Recruitment: Identifying and
progressing opportunities to recruit high value Customers In liaison with the
Trading and Commercial Management
·
Social Media: Working in conjunction
with the Marketing and Social Media teams to ensure a seamless operation is
delivered to optimize customer service
·
Team Development: Identifying weaknesses
in performance and taking corrective action where necessary to drive the
culture for continuous improvement
·
Internal Communication: Communicating
effectively with team members and other managers in order to maintain good
employee relations and involve people in achieving business objectives
·
Management Reporting: Reporting to
your superiors and providing insight on key areas of concern &
opportunities for improvement
·
Quality Assurance: Ensuring our team
is providing optimum service to Dafabet’s customers
Key Skills and Qualifications:
·
Degree/Diploma in Marketing or any
other related field
·
A minimum of 2 years’ experience in a
similar role
·
Excellent communication, problem
solving and interpersonal skills
·
High personal integrity, with a sense
of responsibility and accountability.
·
Able to multi-task, with a high level
of initiative and resourcefulness
·
Previous experience of managing a
Customer Services team, preferably within the online gambling/gaming industry
·
Thorough troubleshooting skills
·
Flexibility to work in the evening
and on weekends to meet the needs of the business and its clients.
·
A proven team player with a can do
attitude.
How to Apply
Interested
candidates are requested to forward their updated CVs to
recruit@virtualhr.co.ke stating the subject heading “DIGITAL CUSTOMER CARE TEAM
LEAD” by Friday 14th December 2018 clearly indicating their current and
expected remuneration, daytime telephone contacts and addresses of three
referees.
Only
shortlisted candidates will be contacted.
Website: www.dafabet.co.ke
