With VHRS you can access top retention strategy tools to keep the pulse on your organisation and retain your talent. Role summary: A Call Centre Agent is required to improve customer satisfaction, customer service efficiency, overall customer retention rate as well as improve the total experience of TsogoSun customers. Daily Responsibilities: Liaise with colleagues to work together and provide consistent, excellent service as a team. Demonstrate willingness to help each other. Give and receive direct constructive feedback. Take ownership and accountability for tasks and activities and demonstrate effective self management. Follow through to ensure that quality and productivity standards of own work are consistently and accurately maintained. Support and drive the business' core values. Provide support to customers via Live Chat and Emails Guide customers through the site and/or mobile phones and assist them in using the various services and products offered Drive brand loyalty through a personalized customer experience Correctly escalate issues to internal teams Delivers prepared scripts to welcome new customers and explains promotions and requirements of on-boarding process to customers Liaises with other departments (e.g. trading; finance) to ensure customer queries are resolved Technical Knowledge and Competencies: Contact Centre Operations: Understanding of contact center operations, including call flow, customer service processes, workforce management, and customer interaction channels. Customer Service and Experience: Familiarity with customer service principles, customer experience management, and strategies to enhance customer satisfaction and loyalty. Industry Knowledge: Strong understanding of the gaming and hospitality industry. Betting Technology: Advanced knowledge of betting technology and products. Betting Markets: In-depth knowledge of various sports, including rules, teams, players, and competitions. Understanding of different betting markets and odds formats. Betting Regulations: Familiarity with the legal and regulatory frameworks governing sports betting in relevant jurisdictions. Knowledge of responsible gambling practices and compliance requirements. Betting Platforms and Technologies: Understanding of the technical aspects of sports betting platforms, including odds compilation, live betting functionality, and trading tools. Odds Calculation and Risk Management: Proficiency in calculating and managing betting odds to ensure competitive pricing and effective risk management strategies. Sports Data Analysis: Ability to analyze and interpret sports data, including statistics, historical performance, and trends. Understanding of data sources and tools used in sports analysis. Bookmaking Principles: Knowledge of bookmaking principles and methodologies, including setting odds, balancing books, and managing liabilities. Betting Terminology: Familiarity with common sports betting terminology, including types of bets, betting markets, and betting jargon Customer Support in Betting: Knowledge of customer support processes, handling betting-related queries, and resolving customer issues effectively. Responsible Gambling Measures: Understanding of responsible gambling initiatives, self-exclusion programs, and tools for promoting responsible betting behavior. Betting Industry Trends: Awareness of industry trends, technological advancements, and emerging markets in the sports betting sector. Telephone skills Good computer literacy Requirements: Degree or Diploma or Certificate in a related field Proven 2 year's experience working in customer-facing role Proficiency in English Experience in providing customer service support Great report writing and providing feedback Working knowledge of customer service software, databases and tools Strong telecommunication skills and written communication Ability to meet personal and team KPI's Ability to manage high volumes of incoming customer queries Works well in a team. Ability to communicate in more than one language is advantageous Time management skills Attention to detail Customer orientated Enthusiasm Works well under pressure