Call Center Representative

Job summary

The Call Center Representative will be the liaison between the company and its current and potential customers. The officer will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior. 

DUTIES & RESPONSIBILITIES

Tasks the job holder is expected to perform

• Manage large amounts of inbound and outbound calls promptly
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets

JOB SPECIFICATION

Qualifications: 

Academic/Professional, Experience, Skills & Competencies

• Previous experience in a customer support role in a Sports Betting Company
• Track record of over-achieving quota
• Strong phone and verbal communication skills, along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multitask, set priorities and manage time effectively
• Diploma

KNOWLEDGE & SKILLS REQUIREMENTS:

• Excellent communication skills (verbal and written)
• Ability to exercise tact and good interpersonal skills

JOB DESCRIPTION

• Negotiation Skills
• Strong Business Sense
• Decision-Making Skills
• Analytical skills
• Integrity
• Responsive
• High Commitment

WORK CONDITIONS.

• Flexible and ready to work extra hours.
• 1working hours a day, Night and day shifts
• 48 hours a week
• Use of mobile phones, headsets, CRM systems, and computers

Skills Required:

• Customer / Service / Secretarial