Customer experience executive

LOCATION: Blantyre District, MalawiAPPLY NOW: https://betika.seamlesshiring.com/job/view/10889?utm_source=#/JOB SUMMARY The Customer Experience Executive will be responsible to ensure that all assigned channel engagements reinforce Betika’s competitive position. The role holder will achieve this responsibility by handling all customer queries coming to Betika through our in-bound and outbound channels and engaging support teams to ensure resolution of all customer queries received in a timely manner leading to the realization of Betika’s commitment to customer experience excellence.JOB DETAILS Customer Engagement and SupportEfficiently manage incoming and outgoing customer engagements, providing prompt and accurate assistance.Identify, analyze, and resolve customer inquiries and complaints, escalating complex issues to team leaders or back-office support when necessary.Educate customers about Betika's products and services, including upselling and cross-selling opportunities.Proactively engage with customers to create memorable and positive interactions, contributing to the overall brand reputation.Operational Efficiency and ComplianceAccurately review, update, and make approved changes to customer accounts.Record customer contact details and personal data in designated systems and the CRM portal, ensuring data accuracy and compliance with relevant regulations.Comply with all relevant regulations and company policies related to customer data privacy, responsible gambling and money anti-laundering.Consistently achieve assigned performance targets and KPI’s, such as SLA, efficiency, quality of service, first-call resolution rate, and customer satisfaction metrics.Actively participate in reviews of systems and processes, providing feedback to enhance efficiency and customer experience.Digital Channel Promotion and GrowthEncourage customers to adopt digital channels (USSD, SMS, chatbots, social media, IVR, app, web) for their betting activities.Execute strategies and initiatives to increase the utilization of digital channels, contributing to the company's digital transformation goalsCollaboration and AdaptabilityContribute to the improvement of customer journey by capturing all customer feedback and sharing will relevant stakeholders. Demonstrate flexibility and willingness to take on new responsibilities and projects as assigned by the line manager. Comply with company policies, procedures, and ethical standards.Perform any other duties that could be assigned by the line manager.REQUIREMENTS Academic and Professional QualificationsDegree or diploma from a recognized University or Institution.Training in Customer Service Operations is an added advantage.Required Work ExperienceExperience in a Call Centre/Customer Care Centre environment is an added advantage.Experience in use of customer service software/tools.CompetenciesMust be fluent in English and ChichewaExcellent verbal and written communication skills.Active Listening skills.Attention to detail.Ability to multitask.Good interpersonal skills. Good team player.Proficiency in Microsoft Office.Flexibility in adapting to change.Problem Solving Skills Must demonstrate patience and empathy.Accountability and Integrity.APPLY NOW: https://betika.seamlesshiring.com/job/view/10889?utm_source=#/ABOUT COMPANY Betika is one of leading Gaming companies with gaming platforms and operations in Kenya and 9 other African countries handling millions of monthly site visits. We are not just a Sports Betting brand; we are a lifestyle brand that believes in responsible gaming practices. We offer mobile solutions, SMS, USSD, Android, and iOS applications, as well as desktop and retail. These channels enable Betika to deliver the fastest and most competitive gaming products for our customers.Betika is one of leading Gaming companies with gaming platforms and operations in Kenya and 9 other African countries handling millions of monthly site visits. We are not just a Sports Betting brand; we are a lifestyle brand that believes in responsible gaming practices. We offer mobile solutions, SMS, USSD, Android, and iOS applications, as well as desktop and retail. These channels enable Betika to deliver the fastest and most competitive gaming products for our customers.