About the role<\/p>\n
\tThe primary purpose of the Customer Success Associate is to resolve customer issues on First Time Resolution\/First Call Resolution (FTR\/FCR) basis, educate customers on the company\u2019s products and services and ensure that customers are fully satisfied and happy and ready to continue using the company\u2019s products and services while actively promoting the brand and acting as a brand ambassador at all times.<\/p>\n
What you’ll be doing<\/p>\n
\tField customer queries and communicate via various channels (Phone, chats, email, social media).
\n\tUsing the company\u2019s service desk to communicate, record, and escalate, where required, customer issues.
\n\tMaintain professionalism when interacting with customers across any channel.
\n\tEnable customers to do troubleshooting via the self-service knowledge base and assist and guide customers accordingly.
\n\tPrioritising and managing several open cases at the same time.\u00a0
\n\tAbility to escalate issues and do necessary follow-ups.
\n\tEnsure appropriate standards and procedures are adhered to at all times.
\n\tEnsure all issues are escalated within company processes and SLAs and follow up on resolution with internal teams and customers.<\/p>\n
What you’ll bring<\/p>\n
\tMinimum of 3 years of \u00a0customer support experience.
\n\tOnline gaming experience with a focus on sports betting.
\n\tExcellent communication skills, both verbal and written.
\n\tAbility to work on shifts – morning, afternoon and night shifts.
\n\tKnowledge and understanding of Social Media Platforms.
\n\tBe a Team Player and work collaboratively within a team environment.
\n\tSelf-driven and motivated.
\n\tKnowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and\/or Zendesk.\u00a0\u00a0
\n\tAbility to understand, interpret, and communicate issues both internally and to customers.
\n\tTroubleshoot customer problems, diagnose and provide solutions.
\n\tAble to work within strict guidelines, follow company processes and procedures.
\n\tEmpathetic and high emotional IQ.\u00a0\u00a0
\n\tWork to SLA thresholds as set by the company.
\n\tFast-learner with an ability to think on their feet, and adapt to fast-paced, high-pressure environment with demanding customers and time-critical situations.
\n\tWork according to Key Performance Indicators (KPIs).
\n\tTo be based and available to work from the office in Mpumalanga (Nelspruit).
\n\tEmployment will be subject to background checks being conducted as part of the legal requirement for this position.<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
job-boards.eu.greenhouse.io<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/job-boards.eu.greenhouse.io","_company_name":"Sporty Group","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"Sporty Group is a consumer internet and technology business with unrivaled sports media, gaming, social and fintech platforms that serve millions of daily active users across the globe via technology and operations hubs across more than 10 countries and 3 continents. The recipe for our success is... read more to discover intelligent and energetic people, who are passionate about our products and serving our users, and attract and retain them with a dynamic and flexible work life which empowers them to create value and rewards them generously based upon their contribution","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[26],"job-types":[12],"class_list":{"0":"post-27481","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-mpumalanga","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/27481","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=27481"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=27481"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=27481"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}