Customer Support Representative

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.

• 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

Requirements

• Bachelor's degree in Business Administration, Marketing, Public relations or equivalent
• 2-3 years experience in the betting industry
• 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.