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  • Team Lead - Customer Service at Betfarm

  • Posted on: 6 September, 2019 Deadline: Not Specified
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  • Betfarm is Nigeria's favourite sports betting service. We pride ourselves on excellent customer service, consistently higher odds, easy deposit and instant withdrawal. We provide the widest variety of events and games - Sports, Live Casino, E-sports, Virtuals, Pools, etc. and as a multi-channel platform - Desktop, Mobile Web, Mobile Apps (iOS and Android), we provide our customers the best options for accessing their favourite sports betting service.

    Team Lead - Customer Service

     

    Details:

    • To manage a team of customer service agents dedicated to handling queries
    • Identify service areas in need of improvement, through observation and gathering feedback from team members
    • Assist in the development of improvement processes designed to exceed customer expectations
    • Lead the customer service teams’ daily activities in support of meeting quality and service level goals
    • Demonstrate superior service knowledge and enhance the base of product/service knowledge of team members through ongoing training
    • Monitor the team members for coaching opportunities and gather information positive and/or negative and report it to the HOD
    • Work one-to-one with team members using coaching techniques to identify and improve individual member’s weaknesses
    • Assist team members with complex issues/problem resolution
    • Conduct new hire training with regards to customer service systems and processes
    • Develop and maintain a professional working relationship with co-workers, internal and external customers, thus securing their support in the effort of delivering excellent customer service
    • Effectively communicate with all levels of staff and customers
    • Address and resolve internal and external customer complaints
    • Delegate tasks to team members
    • Assist with daily customer service duties work when needed
    • Prepare weekly and monthly customer service reports and send to the HOD
    • Responsible for drawing up team’s roster and ensuring team members adhere to the shift times
    • Ensure that team members are punctual and remain disciplined at all times
    • Any other duties as assigned by the HOD

    QUALIFICATIONS& EXPERIENCE

    • Graduate
    • 3 or more years of relevant post graduation experience

    SKILLS &COMPETENCIES

    • Good communication  & Leadership skills
    • High attention to detail & sound risk awareness
    • Resilience to handle difficult issues
    • Ability to prioritize  workload
    • Good Microsoft/Computer skills

    Method of Application

    Interested and qualified? Send in your application by clicking the Apply button below

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