JOB
DESCRIPTION OF CUSTOMER CARE OFFICER
DESCRIPTION OF CUSTOMER CARE OFFICER
Responsible for handling front-line telephone contact
with customers, facilitating the earliest possible resolution of complaints and
enquiries in line with Oxygen8 East Africa service standards and procedures. The candidate should be fluent in English and
Kinyarwanda. French is highly desirable.
with customers, facilitating the earliest possible resolution of complaints and
enquiries in line with Oxygen8 East Africa service standards and procedures. The candidate should be fluent in English and
Kinyarwanda. French is highly desirable.
The
responsibilities are as follows:
responsibilities are as follows:
- Representing the Company in all Customer
Contacts, providing best in Industry service via email, telephone and
social media.
- Communicating with customers in a professional
and efficient manner
- Solving Customer queries and complaints
- Clarifying Company Terms and Conditions and
specific Sport Betting Rules to the customer
- Explaining how to use the Betting Services and
Games
- Explaining MPESA and other Mobile money
operations
- Escalate and follow up on Customer Cases as and
when required
- Liaising professionally with external
organisations
- Identifying and report improvement areas
- Marketing activities when required
- Preparing reconciliations and reports as
instructed by Management
- Competitor evaluation and analysis
- Providing an efficient and effective service to
customers, understanding their needs and requirements, working to exceed
these wherever possible
- Demonstrating a positive, enthusiastic, committed
and flexible attitude towards customers and other team members, recognising
the importance and benefits of effective team working
- Delivering customer service in line with ‘best
practice’. Ensure compliance to relevant policies.
- Providing point of contact for customer
enquiries, dealing with these through to a successful outcome
- Providing assistance to customers should an
incident occur, seeking guidance in line with company policies.
JOB DESCRIPTION OF SPORTS BETTING OPERATIONS MANAGER
The incumbent will be responsible for providing sports
betting guidance to the customer care team as well as handle technical tasks
pertaining to the sports betting department. The candidate should be fluent in
English and Kinyarwanda. French is highly desirable.
betting guidance to the customer care team as well as handle technical tasks
pertaining to the sports betting department. The candidate should be fluent in
English and Kinyarwanda. French is highly desirable.
· Handle sports betting customer care queries
· Actively interact with customers on all social media platforms run by
Oxygen 8
Oxygen 8
· Provide daily communication via sms and/or email to all the interested
stakeholders
stakeholders
· Monitor all active accounts and account behaviour; and provide feedback
on the same
on the same
· Activate accounts and engage with new registrations as well as
re-activations
re-activations
· Provide training and education on sports betting products to all concerned
parties
parties
· Remain abreast with all regulatory compliance and industry specific
requirements
requirements
· Preparation and submission of regulatory returns
· Monitor competitor activity including product, pricing and
competitiveness and generate a report accordingly to disseminate to all
interested parties
competitiveness and generate a report accordingly to disseminate to all
interested parties
· Confirm our own offers, accuracy in setup information and odds; and
compare the same with established brands internationally. This includes
interaction and corrective action with platform providers
compare the same with established brands internationally. This includes
interaction and corrective action with platform providers
· Monitor product performance and report accordingly ensuring that the
proposition is appropriate and competitive
proposition is appropriate and competitive
· Assist in reporting and reconciliations
· Assist in marketing plans and events
· Update site CMS
· Assist with creative tasks as directed by management
How to apply
Qualified candidates should submit their detailed CVs to
rwandacareerdirections@cdl.co.ke
