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9 ans d'experience

Competences

Customer Support Customer Experience Sports Betting Support Tier 1 & Tier 2 Support Complaint & Escalation Management Customer Education QA & CSAT Optimization First Call Resolution Customer Retention KYC / AML Compliance Fraud Prevention Technical Troubleshooting CRM & Contact Centre Systems KPI Tracking Remote Work & Global Collaboration

Experience

Senior Customer Care Representative

SportPesa

2025-12 -

Provides end‑to‑end support for SportPesa customers via live chat, email, phone and digital platforms, handling inquiries, complaints, betting queries and account issues. Educates users on new products, promotions and platform features while conducting callouts and satisfaction surveys to gather feedback. Reviews recurring issues, escalates technical or payment problems, and ensures compliance with KYC/AML and fraud prevention policies. Maintains high service quality under pressure, achieving strong QA and CSAT scores and contributing to reduced churn and improved response times.

Langues

English

fluent

Kiswahili

fluent

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