Customer Service Desk Officer at Betin Kenya

Responsibilities

• Provide first level contact for Agents’ applications.
• Ensure to have clear understanding of all Betin products and platforms.
• Ensure to have clear understanding of the Betin Agent Business Model.
• Ensure to have clear understanding of the Agents’ commission structure.
• Ensure to have clear understanding of what is required from the Agents as initial investment and requirements.
• Preserve and grow your knowledge of help desk procedures, products and services.
• Follow up on agents’ applications, incoming calls and call backs ensuring that they provide all necessary information to qualify for a visit.
• Liaise with the Agent Recruitment Officers by sharing all complete and incomplete applications.
• Cooperate with Agent Recruitment Officers by taking through the business presentation walk-in Agents.
• Properly escalate unresolved queries to the next level of support.
• Provide excellent customer service and exceed agents’ expectations.
• Ensure proper recording, documentation and closure of applications.
• Report to senior manager accurately and according to provided guidelines.
• Recommended procedure modifications or improvements.
• To maintain confidentiality at all times in accordance with company policy, data protection and privacy legislation.
• Perform any other duty that may be assigned from time to time.

Job Qualifications

• Proven working experience in providing help desk support
• Excellent people and sales skills and ability to work with people from diverse backgrounds.
• Diploma / bachelor’s Degree in sales & Marketing
• Must have clear understanding of online gaming products and platforms; gaming bonuses and promotions.
• Excellent verbal, written and interpersonal communication skills.
• Excellent organization skills.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).