Customer Success Associate

About the role

The primary purpose of the Customer Success Associate is to resolve customer issues on First Time Resolution/First Call Resolution (FTR/FCR) basis, educate customers on the company’s products and services and ensure that customers are fully satisfied and happy and ready to continue using the company’s products and services while actively promoting the brand and acting as a brand ambassador at all times.

What you'll be doing

• 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.

What you'll bring

• Minimum of 3 years of  customer support experience.
• Online gaming experience with a focus on sports betting.
• Excellent communication skills, both verbal and written.
• Ability to work on shifts - morning, afternoon and night shifts.
• 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).
• To be based and available to work from the office in Mpumalanga (Nelspruit).
• Employment will be subject to background checks being conducted as part of the legal requirement for this position.