Customer Success Specialist Job at DuoTech HR Consulting

At DuoTech HR Consulting, we understand that the success of any organization lies in its people. We are a leading HR Tech company dedicated to empowering businesses with innovative solutions and cutting-edge technology to transform their human resources practices. With years of expertise in the HR industry, we have a deep understanding of the challenges faced by businesses today. We believe that every company, regardless of its size or industry, deserves access to top-tier HR solutions that drive growth, improve employee engagement, and maximize productivity.

We are recruiting to fill the position below:

Job Position: Customer Success Specialist

Job Location: Central Business District, Abuja (FCT)
Employment Type: Full-time

Description 

• Our client is looking to hire Customer Service Representatives capable of facilitating positive business solutions to the company's clients.

Responsibilities 
Your responsibilities include but are not limited to:

• Delivering exceptional customer experiences via chat and email interactions, ensuring the provision of accurate information within a prompt timeframe.
• Serve as a primary point of contact for multiple teams, including Customer Service, regarding player inquiries and unresolved bets.
• Play a vital role in customer retention strategies through effective communication, upselling and cross selling of company products,
• Promote brand promotions to customers, providing updates on ongoing campaigns to sustain their engagement.
• Stay well-informed about new information, policies, and procedures.
• Identify patterns indicative of fraud or gambling-related concerns and escalate as necessary.
• Investigate and effectively resolve potential issues, including the escalation of time-sensitive matters.
• Escalate complex customer issues to the team manager and relevant internal departments.
• Aid customers in tasks such as registration, bonuses, participation in marketing campaigns, verification, payouts, deposits, resolution of technical issues, and any other inquiries.
• Develop a comprehensive understanding of our products and tools, encompassing specific features of casino, live casino, sports betting, and games, along with proficiency in the tools associated with each product.
• Contribute innovative ideas and provide constructive feedback to enhance operational processes, continuously striving for improvements and showcasing creativity.

Requirements

• Minimum of 2+ years of experience in customer support
• Customer Support experience in a Sports betting environment is a must
• BSc. in Mass Communication is an added advantage
• Should be within the age range of 21 - 30 at the time of application
• Adept at active listening, displaying empathy, and engaging in delivering exceptional service.
• Ability to work both independently and collaboratively within a team.
• Flexibility to accommodate varying shift schedules during the weekends.
• Both male and female are encouraged to apply
• Experience with CRM tools will be an added advantage
• Excellent communication skills and a strong customer service orientation.
• Exceptional attention to detail and commitment to accuracy.
• Demonstrated good judgment and ability to manage stressful situations.
• Demonstrated positive attitude, adaptability, and a can-do approach

Method of Application
Interested and qualified candidates should send a copy of their updated CV to: duotechhr@gmail.com using the Job Position as the subject of the email.