ZAF Customer Service Representative MQ - Online Casino

Overview

You will be responsible for providing excellent customer service across Email & Live Chat contacts, as well as being responsible for reviewing, authenticating, and validating documents to ensure accuracy & compliance. You must be efficient, hard-working and a team player. You will work towards the SLA & KPI targets set by our client, and be receptive to feedback and ongoing change. The successful candidate must be willing to complete all work in a timely manner, and utilise all available resources in order to achieve the metrics set out. Experts are tasked with identifying, managing, and escalating contacts that involve concerning remarks, safer gambling concerns, AML risks, and challenging discussions, including those pertaining to self-harm. They are required to conduct probing conversations to assess individuals' financial, emotional, and physical well-being.

“Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks. Shortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.”

Qualifications

Key Responsibilities

• Experience of effectively operating in a fast-paced environment while demonstrating exceptional written skills.
• Examine submitted documents for authenticity, accuracy, and completeness.
• Demonstrate the behaviours of a role model by managing your own attitudes, behaviours, and performance effectively, whilst consistently demonstrating the Teleperformance values.
• Effectively handle difficult consumer conversations and potential conflict situations as required.
• Become a knowledge expert in terms of the client’s products and services.
• Maintain awareness of evolving compliance requirements (e.g. GDPR, KYC, AML etc)

Candidate Requirements

• Minimum of 6-12 months experience working within a similiar BPO environment
• Strong communication skills, both verbal and written
• High attention to detail and accuracy
• Good time management and organisational skills.
• Problem solving and ability to make the right decision under pressure.
• Ability to work independently at points, but also be comfortable in a team environment.
• Must be flexible, self-motivated and must be able to adapt to changing circumstances and priorities.
• Integrity and discretion in handling sensitive information.
• Proven experience of working to targets.
• Must be tech savvy. Previous experience of using AI tools, as well as Google software, would be advantageous.

Qualifications

• Matric or equivalent- Essential

Additional Benefits

• Transport allowance
• Medical Insurance
• Provident fund *

Our Environment

• Values based environment where the customer is first
• Fast paced environment where attention to detail is of utmost importance
• We collectively embrace change and step up to the challenge
• Support and guidance is a given - as much as independence is expected

Responsibilities

• Experts will handle inbound contacts related to the following contacts:
• Promotions
• Game Issues
• Mobile updates
• Email updates
• Password issues
• Duplicate accounts
• Fraud
• Account closures
• Account re-open
• Payments
• Verification
• Withdrawals
• Deposits
• Data deletion/Exclusion/SAR
• RTP complaint

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