Hollywoodbets: Customer Support Agent X2

Hollywoodbets invites applications for the position: Customer Support Agent X2.

Closing date: 30 April 2023

Location: Durban, KwaZulu-Natal

Hollywoodbets: Customer Support Agent X2

Bonne Garde Support has exciting opportunities available for X2 Customer Support Agents (Kenya Inbound) to be based in the Umhlanga Office in Durban. To handle inbound web chats/emails/social media by providing the highest level of quality service to all customers who contact us via live chat and email.  

Minimum Requirements:

  • Customer Service or Contact Centre
  • Computer Literacy
  • Ability to speak, read and write fluently in English and have a high comprehension of the English language.
  • Swahili speaking, writing and understanding

Key Responsibilities:

Excellent Consistent Customer Experience

  • Ensure Customer Chat Satisfaction targets are achieved consistently.
  • Ensure the correct Shortcuts are utilized when responding to customers.
  • Provide service excellence through practicing the Customer Engagement Principles by portraying the behaviours in relation to the Service One Pager.
  • Provide and ensure best customer ethics.
  • Ensure confidentiality of customer information is maintained at all times.
  • Ensure that Quality Assurance behaviours are adhered to according to the Quality Assurance Definitions List.
  • Identify service breakdown, customer needs and proactively follow the escalation process.
  • Follow the complaints process with all complaints.

Engaged and Committed People

  • Live the BGS group values.
  • Take personal accountability for your performance and career by following the Performance Management Process.
  • Display a positive response to performance feedback.

Efficiency and Effectiveness

  • Report for duty 30 minutes before shift start time to be successfully logged on and in available status.
  • Ensure you adhere to your schedules on a daily basis.
  • Be flexible with changes to the schedules due to unplanned reasons.
  • Report any system or technical issues to your respective team leader immediately.
  • Report any fraud or unlawful activity to your respective team leader.
  • Ensure you keep yourself abreast of all changes or new information within the Hollywoodbets International and Bonne Garde Support.

Risk and Compliance

  • Be aware of risk implications and in need refer to our Risk Team.
  • Keep abreast with new legislations, policies and procedures all the time
  • Report all unlawful activity to Management.
  • Achieve Customer Chat Satisfaction (CCS)
  • Achieved Quality Assurance percentage.

Skills and Ccompetencies

  • Excellent verbal and written communication
  • Knowledge of products/ service offered by Hollywoodbets international
  • Display a passion for customer service excellence
  • Team player
  • Adaptability
  • Resilience
  • Self- motivated
  • Able to work under pressure
  • Attention to detail
  • Ability to recognize customer needs and match them appropriately with correct response and right solution.

How to apply

Apply online

Please note that only applicants who meet the stipulated minimum requirements will be considered.

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