# Customer Service Representative

**Company:** [Neo Group](https://jobs.workable.com/companies/ei632Axwd5x4FZRkFMR4K9.md)
**Location:** Nairobi, Kenya
**Workplace:** on site
**Department:** Customer Service

[Apply for this job](https://jobs.workable.com/view/3387ffc5-87f6-4f12-b3f1-38da1b6675d5)

## Description

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.