Overview
Customer Service Agent – SportyBet DRC Jobs in Kinshasa, Democratic Republic of the Congo at SportyBet Ltd
Title: Customer Service Agent – SportyBet DRC
Company: SportyBet Ltd
Location: Kinshasa, Democratic Republic of the Congo
Company Description SportyBet Ltd is a sports betting and entertainment company headquartered in Manchester, England, United Kingdom. The company focuses on delivering accessible and engaging betting experiences across multiple markets, including the Democratic Republic of the Congo. SportyBet invests in technology, local market expertise, and customer-centric services to create secure and user-friendly platforms. Team members join an international environment that values collaboration, performance, and responsible gaming practices. Working with SportyBet offers exposure to a growing digital business with opportunities to contribute to customer experience in emerging markets.
Role Description The Customer Service Agent – SportyBet DRC is a full-time, on-site role based in Kinshasa, Democratic Republic of the Congo. The person in this role will respond to customer inquiries through multiple channels (such as live chat, phone and email), provide clear information about SportyBet’s products and services, and assist with account-related questions and basic technical issues. Daily tasks include resolving complaints, escalating complex issues to the appropriate teams, and documenting interactions to ensure accurate records and continuous improvement. The Customer Service Agent will monitor customer feedback, help maintain high service standards, and contribute ideas to enhance the overall customer experience. The role also involves collaborating with colleagues, following internal procedures and compliance guidelines, and meeting agreed performance targets.
Responsibilities
- Respond promptly and effectively to incoming customer enquiries through our various channels including – phone, email, live chats or social media.
- Work with internal departments to meet customer's needs
- Data entry in various platforms
- Maintain a positive, empathetic and professional attitude toward customers at all times.
- Receive and manage all product and services complaints by clarifying the customer's complaint; identifying the cause of the problem, and providing resolution using applicable channels, methods and tools promptly.
- Document and escalate all customer complaints and issues to the responsible department when necessary according to standard operating procedures
- Follow-up on customer complaints to ensure timely resolution
- Provide product and service information to customers
- Build & develop customer relationships
- Support the development, improvement and implementation of new products, processes and policies for the Customer Service Department.
- Achievement of individual KPIs (FCR, Acceptance Rate, CSAT Score, Avg. Response Time, Quality Assessment of chats and calls) per departmental target set.
- On-time response and action to requests from the Management team
Qualifications
- At least 1 – 3 years of relevant work experience
- Possess a minimum qualification of Diploma/Bachelor Degree
- Focus on quality and customer service;
- Ability to multitask and successfully operate in a fast paced, team environment;
- Must adapt well to change and successfully set and adjust priorities as needed;
- Excellent phone etiquette and excellent verbal, written, and interpersonal skills
- Ability to multi-task, organize, and prioritize work
Skills
- Problem Solving
- Attentive
- Patience
- Emotional Intelligent
- Bilingual
- Clear Communication Skills
- Ability to use Positive Language
Do not apply if you do not have Sports betting, e-commerce or telecommunication background.
Note: We screen candidatures through online test (Aptitude & Psychometric), candidates with excellent score will be only shortlisted for interview.
Important Notice: It is with regret that because of the numerous applications we receive, we shall not be able to write personally to applicants who are not shortlisted. Therefore, if you have not heard from us within 2 weeks from the closing date you should presume that on this occasion your application has unsuccessful.
