Sporty Group is hiring a
Customer Success Associate, Remote - South Africa

Summary

The job is for a Customer Success Associate in Sporty's, a popular online platform based in Mpumalanga. The role involves handling customer queries across various channels and resolving issues on a First Time Resolution/First Call Resolution basis. The candidate should have relevant experience and skills.

Requirements

• Minimum of 3 years of customer support experience
• Online gaming experience with a focus on sports betting
• Excellent communication skills, both verbal and written
• Knowledge and understanding of Social Media Platforms
• Be a Team Player and work collaboratively within a team environment
• Self-driven and motivated
• Knowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and/or Zendesk
• Ability to understand, interpret, and communicate issues both internally and to customers
• Troubleshoot customer problems, diagnose and provide solutions
• Able to work within strict guidelines, follow company processes and procedures
• Empathetic and high emotional IQ
• Work to SLA thresholds as set by the company
• Be a fast-learner with an ability to think on their feet, and adapt to fast-paced, high-pressure environment with demanding customers and time-critical situations
• Work according to Key Performance Indicators (KPIs)
• Be able to work remotely

Responsibilities

• Field customer queries and communicate via various channels (Phone, chats, email, social media)
• Use the company’s service desk to communicate, record, and escalate, where required, customer issues
• Maintain professionalism when interacting with customers across any channel
• Enable customers to do troubleshooting via the self-service knowledge base and assist and guide customers accordingly
• Prioritise and manage several open cases at the same time
• Ability to escalate issues and do necessary follow-ups
• Ensure appropriate standards and procedures are adhered to at all times
• Ensure all issues are escalated within company processes and SLAs and follow up on resolution with internal teams and customers

Benefits

• Quarterly performance bonuses
• Flexible working hours
• Top-of-the-line equipment
• Education allowance
• Referral bonuses
• 28 days paid annual leave
• Highly talented, dependable co-workers in a global, multicultural organisation
• Our teams are small enough for you to be impactful
• Our business is globally established and successful, offering stability and security to our Team Members