Summary
Date Posted: Wednesday, January 19, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Requirements
• English Written and spoken at native language level
• Excellent Computer skills (knowledge of Microsoft Office tools)
• Excellent interpersonal and communicational skills
• Presentation Skills
• Capacity to learn, adapt and operate in a fast and dynamic environment.
• Ability to cope under pressure and in a stressful environment.
• Previous experience as a QA Specialist is a must.
• Previous experience in the Gambling industry and experience in Customer Support will be an added advantage
• Ability to multi-task between different responsibilities and proven time management skills.
• Training, monitoring and coaching skills

Key Responsibilities
• Monitor customer service performance on the agent and team level;
• Review a subset of support agents’ conversations (chats, emails, phone calls);
• Assess support interactions based on internal standards;
• Report support team’s performance to the Team Leader;
• Evaluate CS agents on a regular basis to identify areas of improvement and knowledge gaps;
• Identify training gaps and suggest training solutions to fill them;
• Address clients’ feedback and follow up as needed;
• Prepare weekly reports on the CS agents’ performance and report to the Team Leader;
• Provide feedback and coaching about case handling to the agents and point out opportunities for improvement;
• Accompany evaluations with meaningful and constructive feedback;
• Perform quality reviews; monitor conversations to evaluate customer service skills against established quality metrics, including but not limited, to accuracy of information, demonstrated professionalism and product knowledge;
• Utilize an in-depth understanding of metrics and workflows to identify workflow gaps and opportunities for process improvement;
• Deep dive into the operational procedures to identify opportunities to up-skill the CS team performance;
• Develop and expand the FAQ pages- internal & external.
Note: Only candidates that meet the above criteria will be shortlisted

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Job application procedure
To apply for this job email your details to recruitmentzambia21@gmail.com

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