Customer Service Representative

SportPesa  Limited, is a renowned   local company operating as part of the Global SportPesa brand, a leading brand  in the industry of sports betting and online casino with  operations  in  more  than  six  (6)  countries  in  Europe  and  Africa.  SportPesa

Limited  is  currently  looking  for a  qualified  and  energetic  Tanzanian  to fill  in  the

position of a customer service  representative. Applications are thus  invited from candidates who shall fulfill the following  criteria.

Job Title: Customer service representative

Department: Customer Service Reporting Line: Team  leader Duty Station: Dar Es Salaam Industry: Sports Betting

Essential Function:

As  a  customer  service  representative,  you  will  manage   and  address  customer queries,  ensuring  they  receive  the  support  they  need  throughout  their  betting journey. Additionally, you will perform reporting and escalate customer issues to the team leader to enhance the overall customer experience. You will report to the team leader and collaborate with various supervisors to meet the needs  of the customer service unit.

Key Duties and Responsibilities:

• Handling and  replying  to  customer  inquiries  through  live  chats.  phone  calls. social  media  interaction with customers
• Maintaining customer relations.
• Providing feedback to Supervisor/ Head on customer’s needs/feedbacks.
• Preparing and generating reports/relating customer’s queries.
• Researching into customer’s queries/concerns into the systems.
• Assist players  with  specifics  about  promotions.  loyalty  programs.  and  terms and conditions
• Escalate all necessary  issues to management in a timely fashion
• Perform payment approvals for small transactions while following processes to identify Fraud, and risk
• Other duties as necessary  and/or assigned  by supervisor.

Qualifications:

• Bachelor’s degree  in any field, Customer relation or a related field.

Desirable Qualifications:

• Experience with computers, browsers, and mobile devices
• Ability to search. find answers.  and assist  our players with  a wide  variety of issues
• Great written communication skills
• Self-motivated and very reliable
• Candidates  with  sports betting  knowledge/knowledge  of  major  sports  are highly preferred
• Prior  Customer  Service  experience  in  an office  or  call  center  setting  is  an added  advantage
• Experience with sports betting technology is an added advantage