Customer Service Associate at Virtual HR

 Job Description

Our client, a leading betting and gaming company is seeking to recruit a highly talented and customer oriented professional to fill in the following position based at their Nairobi Office:

Principal Accountabilities:

• Handle and resolve customers’ issues via phones (inbound, outbound), emails and online chatting tools (including social chat)
• Provide commercial approach to the customer with outstanding capability to present promotions and brand information that aims at conversions and brand turnover
• Provide feedback and suggestions to immediate superior on issues and procedures pertaining to Customer Service
• Liaise closely with other CS, superiors and colleagues from other departments to meet departmental goals
• Provide answers and solutions to customers in a professional manner
• Acts as first line communication with customers
• Provide commercial approach to customers and present promotion and brand information aimed at conversions and brand turnover

Qualifications, Experience and Knowledge:

• Diploma/ Degree in Marketing or any other relevant field
• At least 2 years’ experience in a similar role.
• Fluency in English and Hindi is a MUST
• Must be Sports-oriented, especially with Football, Cricket and online gaming
• Must have good typing skills (at least 50 WPM).
• Excellent problem solving and people skills.
• Proficiency in MS Office applications

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 Job Description

Our client, a leading betting and gaming company is seeking to recruit a highly talented and customer oriented professional to fill in the following position based at their Nairobi Office:

Principal Accountabilities:

• Assist with knowledgeable support to customer requests across all products and channels
• Provide immediate and accurate response to customer contacts on social media, phone, e-mail and live chat
• Deliver first time resolution to customer requests up to authority and permission levels
• Create and constantly develop unique positive personal relationships with the client’s esteemed Customers
• Maintain customer profiling and communication database history for all the customers
• Ensure that customer transactions are completed accurately and timeously
• Promote other products and services where appropriate
• Active outbound calling to develop the lifetime value of the customer

Qualifications, Experience and Knowledge:

• Diploma/ Degree in Marketing or any other relevant field
• At least 2 years’ experience in a similar role.
• Fluency in English and Mandarin is a MUST
• Ability to work under pressure in a fast-paced environment
• Excellent sporting knowledge particularly in football
• Possess a strong teamwork ethic
• Excellent communication and numeracy skills
• Proficient in MS Office including e-mail, live chat and SMS communications
• Excellent interpersonal skills, with the ability to deal effectively and professionally with difficult customers.
• Flexible in shifting schedule

Interested candidates are requested to forward their updated CVs clearly stating the subject heading “Customers Service Associate”. Indicate your current and expected remuneration (MUST), daytime telephone contacts and addresses of three referees. Only shortlisted candidates will be contacted.
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