Customer Service Call Centre Agent
At Mzansibet

Launch your career in the online gaming industry and immerse yourself in cutting-edge technology and innovation. We are looking for customer service call centre agents to join our team in Cape Town.

Company Overview:
Mzansibet is an online gaming company that offers betting and gambling products to the South African market. We have partnered with leading wagering software providers to offer our players a first-class gaming experience.

Our Values:
We are looking for people who embody our core values; Communication, we communicate honestly and respectfully. Teamwork, we are in it together and work towards a common goal. Improvement, we make an ongoing effort to improve our products, services, and processes. Knowledge sharing, we help each other learn and grow. Accountability, we are accountable to our customers and our fellow workers. Excellence, in whatever we do, we practice diligence and quality – we do things to the best of our ability.

Role Summary
We are looking for dynamic and motivated Customer Service Call Centre agents to join us on a full-time basis. You will be responsible for providing prompt and accurate first line support to customers through various channels.

Our customer service team are composed of specialist hosts who understand the unique needs of our customers. Our main goal is to provide exceptional customer experience. You will manage customer queries professionally, maintain service level agreements and play a crucial role in ensuring customer satisfaction.

Key Responsibilities
• Providing professional, friendly and accurate first line support by form of online chats, emails, social media channels and calls.
• Responsible for meeting first line support targets and KPI’s
• Ensure customer queries are attended to and resolved in a timely and accurate manner.
• Customer relationship building
• Processing information into relevant databases
• Escalation of technical issues
• Follow communication procedures, guidelines and Company policies.
• Performing and completion of tasks given by shift manager / team leader as required.

This job description is not intended to be a comprehensive list of responsibilities. The successful candidate may be required to complete any other reasonable tasks to achieve business goals.

Qualifications, Skills & Experience
• Experience within the Customer Service environment
• Fluent in English with good communication skills (read, written and spoken)
• Qualification: Diploma or Higher
• Experience in an online industry, iGaming is highly desirable.
• Collaboration skills: Proven ability to work collaboratively with team members and managers, fostering a positive and productive work environment.
• Negotiation and communication abilities.
• Flexible team player with a strong drive for success.
• Ability to multitask and work under pressure.
• Be willing to work hours as per the support schedule – 24/7-hour support (weekends/public holidays/shifts/nightshift)
• Quality focussed
• High level of ownership and accountability

*Shortlisted candidates may need to complete an assessment.

Due to our industry and nature of business this position requires trust and honesty. As you will have access to customers financial details, a credit and criminal record check will be conducted. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Remuneration: Market related