Purpose
Reporting to the Call Centre Supervisor, the successful candidate will, as a member of the Customer Services team, be required to effectively provide a professional world class service to the needs of the organisations’ German players and customers (by telephone, email and online chats).
Key Responsibilities
- Respond to customer queries by telephone, email and online chats
- Process and take ownership of all incoming and outgoing contacts in a multimedia environment
- Process pertinent information into relevant databases
- Customer relationship building and management as well as cross selling of products and services
- Handle customer related queries and take full ownership
- Make outgoing calls and execute outbound campaigns to identified customers
- Perform extra tasks given by managers and/or shift supervisors as required
- Content creation including Copy Writing
Education & Experience
- Tertiary qualification
- Willingness and capacity to work on a flexible shift basis
- A well established track record of high quality of service delivery as a CSR
- Demonstrated literacy in MS Office: Outlook and Excel
- Above average word processing skills preferred
- Strong German and English written and verbal communication skills
- Proven knowledge in the application of Customer Services Centre technical systems
- Ability to apply new technologies and methodologies
- Highly numerate
- Proven passion for customer service and Call Centres
- Demonstrated quality orientation
- Excellent time management and adherence to schedule
Key Competencies
- Assertive, confident, quick thinking
- Pro-active, organised and strong personal drive
- High numeracy, analytical, problem solving skills
- Adaptable and resourceful
- Systematic, precise, logical, accurate and thorough
- Energetic, motivated and innovative
- Excellent communication and interpersonal skills
- Sound organisational and time-management skills
- Accountability
- High stress tolerance
- Problem solving skills
