Job Description

Key Performance Area

Performance Outputs

Financial + Strategic

Wagering of telephone bets

Assisting branch & clients with initial inquiries

Work on Gold Circle Tote Machine when required

Debiting & Crediting of Tote Bets

Updating Tote Recon on a daily basis and safekeeping Tote tickets

Operational

Transferring of internal & external calls

Performed basic data entry for customer

Providing efficient quality telephonic etiquette

Respond to customer queries with information about products and services or technical assistance

Responsible / liable for any negligent errors

Customer + Relationship

Providing excellent, good quality customer service at all times

Ensure customers are aware of all bet types in order to increase customer satisfaction

Ensure communication skills are good in order to provide information to customers clearly and concisely

Leadership + People

Established trusting relationship with customers

Providing an efficient quality Customer Service

Innovation

Make recommendations and suggestions of advertising/marketing opportunities to the Marketing Department

Make recommendations on how to increase performance and branch profit

KNOWLEDGE, SKILLS AND ABILITY REQUIRED (COMPENTENCY)

COMPETENCY LIBRARY

Technical Competencies:

Stakeholder engagement

Bilingual

Achieving personal work goals and objectives

Adhering to principles and values

Deciding and initiating action

Delivering results and meeting customer expectations

Ability to maintain a high level of accuracy in preparing and entering information and attention to detail;

Record keeping skills;

Strong customer service focus

Generic Competencies:

Inter and Intrapersonal Skills Communication Skills - written + verbal Problem solving skills Accuracy + Attention to detail
Time Management Skills

Co-ordination Skills

Team Working Skills

Professionalism Honesty + Integrity Innovative Patience + empathetic

Values

Passion

Proactive

Accountability and Ownership

Change

Teamwork

Service Excellence

Job Type: Part-time

Work Location: In person