About this role
As part of our continued growth, Neo Group is recruiting on behalf of one of our local partners, leveraging our network of 1,400 talented professionals across 10+ countries. Together, we are committed to delivering innovative, data-driven solutions that empower our clients and foster professional growth within a dynamic and collaborative workplace.
- Attend to customer inquiries promptly and professionally via chat, email and Phone on various issues such as: account registration and verification processes (KYC), deposits, withdrawals and payment method.
- Adhere strictly to company policies and Kenyan regulatory guidelines regarding advertising, player protection and responsible gaming.
- Identify and escalate complex or unresolved issues to the relevant internal teams
- Provide accurate information regarding products, services, policies and procedures.
- Document customer interactions and maintain records of issues and resolutions.
- Follow up with customers to ensure their concerns have been addressed to their satisfaction.
- Maintain knowledge of product updates and promotions
- Contribute to team efforts and collaborate with other departments to improve customer experience.
- Achieve customer satisfaction targets and service level goals.
- Any Duties assigned by Line Manager
Requirements
- Bachelor's degree in Business Administration, Marketing, Public relations or equivalent
- 2-3 years experience in the betting industry
- Fluent in written and spoken English and Kiswahili.
- Proficient in using a computer and navigating multiple software programs simultaneously
- Exceptional communication skills
- High degree of empathy and patience when dealing with frustrated customers.
- Strong problem solving and analytical abilities to quickly diagnose and resolve issues.