Must have South Africa Citizenship or Permanent Residency

Hybrid working Model - 3 days Office / 2 days home

Job Description

An established International Contact Centre online gaming company in Cape Town CBD, is looking for a Portuguese-speaking Customer Service Agent to join their international team.

This exciting opportunity is ideal for the young professional, who wants to gain valuable experience in a multi-disciplinary environment, work with cutting edge technologies, while serving the European market in the online gaming industry.

Key Performance Areas:

• Identify the needs of the end user
• Answer chats, calls, and respond to emails in the Portuguese language
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter and update customer information into system
• Identify and escalate priority issues
• Follow up customer calls where necessary

Your duties will include but not limited to:

• Promotion driven interventions, inbound (and/or outbound when required)
• Financial information, gaming advice, and review for additional offers, proactive value adds
• Customer relationship building and management by maintaining customer notes and paying attention to customer cues
• Responding promptly and interact effectively with casino customers via a different number of channels, namely calls, emails, webchats, social media
• You will be required to stay abreast with customer centre SLA's as teamwork will be required to maintain and exceed the expectations set.
• Ensure that more complex customer issues are followed up and resolved in a timely manner (by following defined escalation path when required)

Knowledge and Skills:

• Strong customer service skills; ability to create rapport with customers, via telephone, live-chat, and email
• Fluent in spoken & written English/Portuguese (mother tongue level)
• Strong communication skills (verbal and written) - especially empathy, active listening skills, with the ability to "read between the lines"
• Excellent organization, multi-tasking and time management skills
• A proven ability to see problems through to their resolution
• An excellent history of attendance and adherence to work schedules
• Demonstrated literacy in MS Office (Outlook, Word and Excel)
• Prioritize tasks in a busy environment
• Proven passion for customer service and excellent CRM skills
• Pro-active, organized and strong personal drive

Qualifications and Experiences:

• Completed Matric
• Customer Service Experience – 1-year experience
• Previous Call Centre work (an advantage)
• Previous working experience in the online gaming industry a definite advantage
• Valid driver’s license and own transport is advantageous
• Ability to work rotational shifts

Shift work on rotation:

• 6 am - 2 pm
• 2 pm - 10 pm
• 10 pm - 6 am