Sporty Group is hiring a
Customer Success Associate, Remote - South Africa
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Customer Success Associate closed
🏢 Sporty Group
💵 ~$108k-$163k
📍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
This job is filled or no longer available
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