JOB DESCRIPTION

Customer Experience Executive (B2)

Department: Customer Experience

Country: Zambia

Reporting to: Country Manager / CX Supervisor

Direct Reports: None

Job Purpose

The Customer Experience Executive will be responsible for managing all customer interactions across inbound and outbound channels, ensuring timely, accurate, and professional resolution of customer queries. The role supports Betika’s commitment to delivering excellent customer experience while reinforcing the brand’s position as a leading Pan-African online sports betting and gaming company.

Key Responsibilities

1. Customer Engagement & Support

• Manage incoming and outgoing customer communications across all support channels (calls, chat, social media, email, etc.)
• Resolve customer queries, complaints, and requests in a timely and professional manner
• Escalate complex issues to supervisors or back-office teams where necessary
• Educate customers on Betika products, services, and promotions
• Identify opportunities to improve customer satisfaction through proactive engagement

2. Operational Efficiency & Compliance

• Accurately update and maintain customer account information in CRM systems
• Ensure all customer data is recorded in line with company policies and data protection regulations
• Comply with responsible gambling guidelines and anti-money laundering policies
• Meet and maintain performance KPIs including SLA, quality standards, response time, and customer satisfaction targets
• Participate in continuous improvement initiatives to enhance processes and customer experience

3. Digital Channel Promotion & Growth

• Promote and encourage the use of digital self-service platforms such as app, website, USSD, chatbots, and social media channels
• Support initiatives aimed at increasing digital adoption and customer engagement on online platforms
• Educate customers on the benefits of using digital channels for faster service delivery

4. Collaboration & Adaptability

• Work closely with internal departments to ensure seamless resolution of customer issues
• Capture and share customer feedback to improve products, services, and overall customer journey
• Demonstrate flexibility in taking on additional tasks and projects as assigned
• Uphold company values, policies, and ethical standards at all times

Job Requirements

Education

• Diploma or Bachelor’s Degree from a recognized institution

Experience

• Previous experience in a call centre or customer service environment is an added advantage

Skills & Competencies

• Excellent verbal and written communication skills
• Strong active listening and interpersonal skills
• High attention to detail
• Ability to multitask in a fast-paced environment
• Strong problem-solving skills
• Customer-focused with empathy and patience
• Team player with good collaboration skills
• Proficiency in Microsoft Office
• Adaptability and willingness to learn
• Accountability and integrity