Background information about the job or company

As part of our continued growth, Neo Group is recruiting on behalf of one of our local partners, leveraging our network of 1,400 talented professionals across 10+ countries. Together, we are committed to delivering innovative, data-driven solutions that empower our clients and foster professional growth within a dynamic and collaborative workplace.

About the Role:

Entry Level – Fresh Graduates

As a Customer Service Representative in our gaming operations, you’ll be the heartbeat of the customer experience, ensuring every user has a seamless, enjoyable journey. Whether helping new users get started or guiding seasoned gamers through issues, you’ll ensure everyone feels like they’re part of a winning team.

Responsibilities or duties

Key Responsibilities

• Attend to customer inquiries promptly and professionally via chat, email and Phone on various issues such as: account registration and verification processes (KYC), deposits, withdrawals and payment method.
• Adhere strictly to company policies and Kenyan regulatory guidelines regarding advertising, player protection and responsible gaming.
• Identify and escalate complex or unresolved issues to the relevant internal teams
• Provide accurate information regarding products, services, policies and procedures.
• Document customer interactions and maintain records of issues and resolutions.
• Follow up with customers to ensure their concerns have been addressed to their satisfaction.
• Maintain knowledge of product updates and promotions
• Contribute to team efforts and collaborate with other departments to improve customer experience.
• Achieve customer satisfaction targets and service level goals.
• Any Duties assigned by Line Manager

Qualifications or requirements

Requirements

• Bachelor’s degree in Business Administration, Marketing, Public relations or equivalent is preferred but not a requirement.
• Fluent in written and spoken English and Kiswahili.
• Proficient in using a computer and navigating multiple software programs simultaneously
• Exceptional communication skills
• High degree of empathy and patience when dealing with frustrated customers.
• Strong problem solving and analytical abilities to quickly diagnose and resolve issues.

Any other provided details

Why Join Our Partner?

• Competitive Compensation: Including performance-based incentives to reward your dedication.
• Growth Path: With the industry expanding, there are clear opportunities for career advancement.
• Dynamic Culture: Join a team passionate about collaboration, innovation and gaming.
• Exciting Environment: Be part of a fast-paced industry where each day brings new challenges and the chance to enhance customer satisfaction

• Attend to customer inquiries promptly and professionally via chat, email and Phone on various issues such as: account registration and verification processes (KYC), deposits, withdrawals and payment method.
• Adhere strictly to company policies and Kenyan regulatory guidelines regarding advertising, player protection and responsible gaming.
• Identify and escalate complex or unresolved issues to the relevant internal teams
• Provide accurate information regarding products, services, policies and procedures.
• Document customer interactions and maintain records of issues and resolutions.
• Follow up with customers to ensure their concerns have been addressed to their satisfaction.
• Maintain knowledge of product updates and promotions
• Contribute to team efforts and collaborate with other departments to improve customer experience.
• Achieve customer satisfaction targets and service level goals.
• Any Duties assigned by Line Manager

• Fluent in written and spoken English and Kiswahili.
• Proficient in using a computer and navigating multiple software programs simultaneously
• Exceptional communication skills
• High degree of empathy and patience when dealing with frustrated customers.
• Strong problem solving and analytical abilities to quickly diagnose and resolve issues.

• Bachelor’s degree in Business Administration, Marketing, Public relations or equivalent is preferred but not a requirement.