CUSTOMER SUPPORT

VACANCY FOR THE POSTION OF CUSTOMER SUPPORT
Job position: Customer support
Location: Lagos, Nigeria
Salary: Competitive and negotiable
Start Date: As soon as Possible
QUALIFICATIONS:
 Good communication skills
 Previous job experience in customer support
 Experience in the betting industry
 Willing to learn and develop
 Ability to speak French and or Swahili will be an added advantage
RESPONSIBILITIES:
 Respond promptly and effectively to incoming customer enquiries through our various channels including – phone, email, live chats or social media
 Maintain a positive, empathetic and professional attitude toward customers at all times.
 Receive and manage all product and services complaints by clarifying the customer’s complaint; identifying the cause of the problem, and provide resolution using applicable channels, methods and tools promptly.
 Document and escalate all customer complaints and issues to the responsible department when necessary, according to standard operating procedures
 Follow-up on customer complaints to ensure timely resolution
 Provide product and service information to customers
 Build & develop customer relationships
 Support the development, improvement and implementation of new products, process and policies for the Customer Service Department.
 On-time response to requests from the Management team
 Achievement of individual KPIs (FCR, Acceptance Rate, CSAT Score, Avg. Response Time, Quality Assessment of chats and calls) per departmental target set.
 Monthly reporting on KPI and customer complaints to Management
Interested and qualified candidates should send their CV to recruitments.nigeria@22bet.com using the job title as subject of the mail