SA Customer Success Associate
Job Summary
Job Description
The SA Customer Success Associate will provide world-class customer support using an omni-channel approach (Social Media, Web Chat, Email, Phone). This role requires resolving customer issues on a first-time resolution basis, educating customers about Sporty's products and services, ensuring customer satisfaction, and actively promoting the brand. Responsibilities include fielding customer queries across multiple channels, using the company's service desk, maintaining professionalism, guiding customers through self-service resources, prioritizing multiple cases, escalating issues, adhering to company procedures and SLAs, and working according to KPIs. The ideal candidate possesses at least 3 years of customer support experience, online gaming experience (sports betting focus), excellent communication skills, knowledge of social media platforms, and proficiency in service desks (e.g., Freshdesk, Jira, Zendesk).
Must have:
- 3+ years customer support experience
- Online gaming/sports betting experience
- Excellent communication skills
- Social media platform knowledge
- Service desk proficiency (Freshdesk, Jira, Zendesk)
- Problem-solving and solution provision
- Adherence to company processes and SLAs
Perks:
- Quarterly performance bonuses
- Flexible working hours
- Top-of-the-line equipment
- Referral bonuses
- 28 days paid annual leave
6 skills required
Job Details
Sporty's sites are some of the most popular on the internet, consistently staying in Alexa's list of top websites for the countries they operate in.
THIS ROLE IS ONLY APPLICABLE FOR CANDIDATES BASED IN MPUMALANGA
Job Summary:
The successful applicant will be expected to handle customer queries using an omni-channel approach including Social Media, Web Chat, E-mail and Phone via a proprietary service desk to deliver world-class customer support to customers. The role is heavily customer-focused and will be part of a larger global Customer Service support team focused on improving the customer service experience with client satisfaction and retention as a top priority.
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.
Responsibilities:
. 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.
Required Skills:
. Minimum of 3 years of customer support experience;
. Online gaming experience with a focus on sports betting;
. Excellent communication skills, both verbal and written;
. 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);
. Be able to work remotely.
. Employment will be subject to background checks being conducted as part of the legal requirement for this position.
Benefits
Quarterly performance bonuses
Flexible working hours
Top-of-the-line equipment
Referral bonuses
28 days paid annual leave
Highly talented, dependable co-workers in a global, multicultural organisation
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Working at Sporty
The top-down mentality at Sporty is high performance based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.
As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.
We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.
Benefits
Quarterly performance bonuses
Flexible working hours
Top-of-the-line equipment
Referral bonuses
28 days paid annual leave
Highly talented, dependable co-workers in a global, multicultural organisation
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Working at Sporty
The top-down mentality at Sporty is high performance based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.
As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.
We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.
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About The Company
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform which serves millions of daily active users across the globe via technology and operations hubs across more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users, and attract and retain them with a dynamic and flexible work life which empowers them to create value and rewards them generously based upon their contribution.
We’re fortunate enough to have already built a capable and proven team of 500+ high achievers from a diverse set of backgrounds with a common thirst for excellence and we are constantly looking for more talented individuals to power our growth and serve our users further via their grit and innovation.
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