JOB DESCRIPTION
\nCustomer Experience Executive (B2)
\nDepartment:\u00a0Customer Experience
\nCountry:\u00a0Zambia
\nReporting to:\u00a0Country Manager \/ CX Supervisor
\nDirect Reports:\u00a0None
\nJob Purpose
\nThe 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\u2019s commitment to delivering excellent customer experience while reinforcing the brand\u2019s position as a leading Pan-African online sports betting and gaming company.
\nKey Responsibilities
\n1. Customer Engagement & Support<\/p>\n
Manage incoming and outgoing customer communications across all support channels (calls, chat, social media, email, etc.)
\nResolve customer queries, complaints, and requests in a timely and professional manner
\nEscalate complex issues to supervisors or back-office teams where necessary
\nEducate customers on Betika products, services, and promotions
\nIdentify opportunities to improve customer satisfaction through proactive engagement<\/p>\n
2. Operational Efficiency & Compliance<\/p>\n
Accurately update and maintain customer account information in CRM systems
\nEnsure all customer data is recorded in line with company policies and data protection regulations
\nComply with responsible gambling guidelines and anti-money laundering policies
\nMeet and maintain performance KPIs including SLA, quality standards, response time, and customer satisfaction targets
\nParticipate in continuous improvement initiatives to enhance processes and customer experience<\/p>\n
3. Digital Channel Promotion & Growth<\/p>\n
Promote and encourage the use of digital self-service platforms such as app, website, USSD, chatbots, and social media channels
\nSupport initiatives aimed at increasing digital adoption and customer engagement on online platforms
\nEducate customers on the benefits of using digital channels for faster service delivery<\/p>\n
4. Collaboration & Adaptability<\/p>\n
Work closely with internal departments to ensure seamless resolution of customer issues
\nCapture and share customer feedback to improve products, services, and overall customer journey
\nDemonstrate flexibility in taking on additional tasks and projects as assigned
\nUphold company values, policies, and ethical standards at all times<\/p>\n
Job Requirements
\nEducation<\/p>\n
Diploma or Bachelor\u2019s Degree from a recognized institution<\/p>\n
Experience<\/p>\n
Previous experience in a call centre or customer service environment is an added advantage<\/p>\n
Skills & Competencies<\/p>\n
Excellent verbal and written communication skills
\nStrong active listening and interpersonal skills
\nHigh attention to detail
\nAbility to multitask in a fast-paced environment
\nStrong problem-solving skills
\nCustomer-focused with empathy and patience
\nTeam player with good collaboration skills
\nProficiency in Microsoft Office
\nAdaptability and willingness to learn
\nAccountability and integrity<\/p>\n
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