Reports to:
Sports Trading Manager / Sports Floor Manager
Purpose:
To provide exceptional written and verbal customer service to WSB’s VIPs through varying communication channels, ensuring a seamless betting experience (night shift role).
Essential Functions:
Manage the VIP WhatsApp & Phone Line:
• Ensure the efficient operation of the VIP Lines, providing prompt and courteous assistance to high-value clients. Manage incoming calls on the VIP Line, providing professional and efficient customer service to address client inquiries and concerns.
Communication:
• Assist and evaluate communication related to sports issues, identifying common problems and reporting them to the Trading Manager for further assessment.
Resulting Bets and Markets:
• Accurate proactive and reactive resulting of bets and markets for VIP clients, ensuring timeous and precise updates.
Bet Placement:
• Assist VIP clients in placing bets, ensuring accuracy and compliance with company policies.
Skills, knowledge and other requirements:
Exceptional Written Communication Skills:
– Ability to craft clear, concise, and professional messages.
– Ensuring accuracy and clarity in all written correspondence.
– Maintaining a courteous and respectful tone in all written communications.
– Ensuring prompt and efficient written responses to client inquiries and concerns.
Exceptional Verbal Communication Skills:
– Clear Articulation, Maintaining a courteous and respectful tone in all verbal interactions.
– Effective Questioning: Skilled in asking pertinent questions to gather necessary information.
– Empathy and Understanding.
Strong Interpersonal Skills:
– Empathy and understanding to address client needs and concerns.
Problem-Solving Abilities:
– Quick thinking and resourcefulness in resolving issues.
– Strong analytical skills to diagnose problems and find effective solutions.
High Attention to Detail:
– Ensures accuracy in all communications and transactions.
Patience and Composure:
– Ability to remain calm and professional in ‘high-pressure’ situations.
– Strong conflict resolution skills.
Adaptability and Flexibility:
– Willingness to work flexible hours, including weekends and holidays.
– Ability to adapt to changing processes and procedures.
Team Collaboration:
– Works well within a team environment.
Customer-Centric Mindset:
– Focuses on providing exceptional customer experience.
Requirements: Experience, Education and Other:
• Grade 12 (matric certificate required);
• Tertiary education (an advantage);
• Communications background is preferable;
• 2 years’ experience in a same/similar role is preferred;
• Previous experience in a betting company (an advantage).
Responses to be sent to employment@wsb.co.za, with the job title in the subject line.
Recruitment will be in line with the company’s employment equity targets.