Customer Experience Executive BETIKA

Position: Customer Experience Executive

Reports To: Customer Experience Lead

Who we are:

Betika is one of the leading gaming companies with platforms and operations in 9 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.

Overall Purpose

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:

1. 2Handle all inbound and outbound customer engagements.

2. Timely escalation of complex and /or unresolved issues to the Contact Center Team Leaders and Back Office and follow-up on resolution.

3. Educate, provide information, and upsell and cross-sell Betika’s products and services to customers.

4. Proactive and Creative Customer engagements to elevate the Betika Brand.

5. Review, update, and make approved customer account changes, where applicable.

6. Record customer contact details and personal data in the provided systems and the CRM portal.

7. Ensure consistent delivery of set performance targets on assigned channels.

8. Where applicable, represent the department in key stages of the product development

process and provide input into desired functionality, processes, and procedures.

9. Participate in periodic system reviews and give feedback to help align systems to the

most current versions, which are easy to navigate and rich in information, and facilitate

continuous process improvements.

10. Undertake assignments that your line manager could offer from time to time.

1. The total number of interactions handled daily as projected by workforce teams and the Line Manager.

2. Quality of Customer engagements shall be assessed by Quality Analysts.

3. Timely response and engagement on provided platforms.

4. Adherence and attendance to work schedule as guided by work schedules and Rota.

5. Achievement of any other set targets.

Education & Experience:

1. Diploma or Undergraduate Degree from a recognized University or Institution.

2. Experience in a Call Centre environment is an added advantage.

Functional Competencies:

1. Excellent verbal and written communication skills.

2. Active Listening skills.

3. Attention to detail.

4. Ability to multitask.

5. Ability to work in different shifts

6. Good interpersonal skills.

7. Good team player.

8. Proficiency in Microsoft Office.

9. Flexibility in adapting to change.

10. Problem-Solving Skills

11. Must demonstrate patience and empathy.

12. Accountability and Integrity.