Customer Service Representative

Location: Nairobi, Kenya 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.