Customer Experience Executive

The Customer Experience Executive will ensure that all assigned channel engagements reinforce Betika’s competitive position and intention to be the leading Pan African online sports betting and gaming brand. The role holder will achieve this responsibility by handling all customer queries coming to Betika through our Inbound and outbound channels and engaging support teams to ensure the timely resolution of all customer queries, leading to the realization of Betika’s commitment to customer experience excellence. Key responsibilities include handling all inbound and outbound customer engagements, timely escalation of complex and/or unresolved issues to the Contact Center Team Leaders and Back Office, and following up on resolution. The role also involves educating, providing information, and upselling and cross-selling Betika’s products and services to customers. The Customer Experience Executive will proactively engage with customers to elevate the Betika Brand, review and update approved customer account changes, and record customer contact details and personal data in the provided systems and the CRM portal. Additionally, the role requires ensuring consistent delivery of set performance targets on assigned channels, participating in periodic system reviews, and providing input into desired functionality, processes, and procedures. The position may involve representing the department in key stages of the product development process and undertaking assignments as directed by the line manager.

Diploma or Undergraduate Degree from a recognized University or Institution; Experience in a Call Centre environment is an added advantage; Excellent verbal and written communication skills; Active Listening skills; Attention to detail; Ability to multitask; Ability to work in different shifts; 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.