Zintle Nika

I am a results-driven Branch Manager and Customer Service Representative with a strong background in the betting industry and customer service excellence. I am experienced in managing daily operations, including cash handling, placing bets, and optimizing financial performance. I demonstrate expertise in ensuring branch compliance with relevant legislation and licensing conditions, while meeting or exceeding budgetary and turnover targets. I have a proven ability to motivate and train staff, foster teamwork, and maintain administrative accuracy in line with company SOPs. I am adept at addressing customer inquiries and complaints across multiple channels, providing professional and efficient support. I am skilled in balancing operational and financial responsibilities, supporting internal audits, and adhering to regulatory standards. I am committed to delivering exceptional customer service and enhancing branch success through effective problem-solving and compliance management.

Deliver high-quality customer service to YesPlay customers, ensuring satisfaction and positive experiences.

Address customer reviews, queries, and complaints via email, live chat, phone, social media, and review platforms.

Keep customers informed about the status and progress of their queries or requests.

Craft well-formulated and professional responses to customer inquiries.

Handle customer queries promptly to uphold YesPlay's reputation.

Response Accuracy: Ensure all customer responses are appropriate, on-brand, accurate, and timely.

Telephonic Support: Provide guidance and assistance over the phone as needed.

Regularly study and review YesPlay's training and support manuals.

Exhibit strong written and verbal communication skills for accurate and helpful responses.

Adhere to internal customer care, FICA regulations and fraud policies, as well as relevant laws and regulations.

Understand and address customer complaints and queries effectively.

Demonstrate excellent investigation skills to resolve customer issues.

Escalate customer queries and feedback to the appropriate departments or personnel.

Assist in updating support manuals and guidelines with new information and feedback.

Follow instructions and guidance from supervisors and management.

Stay informed about YesPlay’s products to provide accurate information and support.

2007

Computer Literacy | Megabro Computer School

Windows Vista

Microsoft Word

Microsoft Excel

Microsoft Access

Microsoft PowerPoint

Internal email and Web Design

2005

National Senior Certificate | Trafalgar High School

English home language

Afrikaans first additional language,

Business economics

Home economics

History

Geography