Customer Success Associate

Summary

Join Sporty's, a leading online entertainment platform, as a Customer Success Associate based in Mpumalanga, South Africa. You will be responsible for providing world-class customer support through various channels, including social media, web chat, email, and phone. Your primary focus will be on resolving customer issues on the first attempt, educating customers about Sporty's products and services, and ensuring customer satisfaction and retention. You will be part of a global customer service team dedicated to enhancing the customer experience and promoting the Sporty brand.

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
• 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
• Employment will be subject to background checks being conducted as part of the legal requirement for this position

Responsibilities

• Field customer queries and communicate via various channels (Phone, chats, email, social media)
• Using 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
• Prioritising and managing 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
• 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