JOB DESCRIPTION
Customer Experience Executive (B2)
Department: Customer Experience
Country: Zambia
Reporting to: Country Manager / CX Supervisor
Direct Reports: None
Job Purpose
The Customer Experience Executive will be responsible for managing all customer interactions across inbound and outbound channels, ensuring timely, accurate, and professional resolution of customer queries. The role supports Betika’s commitment to delivering excellent customer experience while reinforcing the brand’s position as a leading Pan-African online sports betting and gaming company.
Key Responsibilities
1. Customer Engagement & Support
Manage incoming and outgoing customer communications across all support channels (calls, chat, social media, email, etc.)
Resolve customer queries, complaints, and requests in a timely and professional manner
Escalate complex issues to supervisors or back-office teams where necessary
Educate customers on Betika products, services, and promotions
Identify opportunities to improve customer satisfaction through proactive engagement
2. Operational Efficiency & Compliance
Accurately update and maintain customer account information in CRM systems
Ensure all customer data is recorded in line with company policies and data protection regulations
Comply with responsible gambling guidelines and anti-money laundering policies
Meet and maintain performance KPIs including SLA, quality standards, response time, and customer satisfaction targets
Participate in continuous improvement initiatives to enhance processes and customer experience
3. Digital Channel Promotion & Growth
Promote and encourage the use of digital self-service platforms such as app, website, USSD, chatbots, and social media channels
Support initiatives aimed at increasing digital adoption and customer engagement on online platforms
Educate customers on the benefits of using digital channels for faster service delivery
4. Collaboration & Adaptability
Work closely with internal departments to ensure seamless resolution of customer issues
Capture and share customer feedback to improve products, services, and overall customer journey
Demonstrate flexibility in taking on additional tasks and projects as assigned
Uphold company values, policies, and ethical standards at all times
Job Requirements
Education
Diploma or Bachelor’s Degree from a recognized institution
Experience
Previous experience in a call centre or customer service environment is an added advantage
Skills & Competencies
Excellent verbal and written communication skills
Strong active listening and interpersonal skills
High attention to detail
Ability to multitask in a fast-paced environment
Strong problem-solving skills
Customer-focused with empathy and patience
Team player with good collaboration skills
Proficiency in Microsoft Office
Adaptability and willingness to learn
Accountability and integrity
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