Customer Service Representative Job SportPesa

Duties and Responsibilities

• Handle customer queries phone, live chat, Whatsapp, Social Media, email and face-to-face in a polite and professional manner
• Probing and Trouble-shooting customer queries to provide a suitable and satisfactory solution
• Educate current and potential customers on product and service information via telephone, social media, activations, face to face amongst other media.
• Maintain accurate customer records
• Identify and escalate priority issues to the Team Leader
• Follow up on customers whose issues had been previously escalated once there is a resolution
• Conduct outbound campaigns and periodic surveys to educate customers on services and processes
• Actively participate in team meetings
• Maintain accurate customer records by following Customer Service procedure on record keeping.
• Identify and escalate priority issues to your Team Leader.
• Keep all equipment assigned to you operational and in proper condition by following established procedures; reporting malfunctions.
• Attend all coaching sessions offered to you by your supervisors or any other assigned person.
• Achieve the agreed KPIs and Objectives as communicated by your supervisor.
• Any other responsibilities assigned by the supervisor(s)

Qualifications

• Completion of  Diploma or higher education. A degree is an added advantage
• Passionate about customer care
• In-depth understanding of betting products and services
• Excellent typing skills
• An excellent communicator
• Positive attitude
• Experience working with MS Office
• Fluent in written and spoken English and Swahili
• Able to work well under pressure and under minimum supervision
• A fast learner who is able to work with set targets
• A team player
• Must be time flexible and able to work in a shift system including Public holidays and Weekend

Consent to data processing

By submitting an application, prospective candidates voluntarily consent to the collection and processing of their personal data by Milestone Games Limited for recruitment and employment purposes, in accordance with the Data Protection Act, 2019 (Kenya). This data may include personal identifiers, academic and professional history, and contact details. All personal data will be handled with strict confidentiality and used solely for recruitment and/or employment purposes.

Milestone Games Limited does not share personal data with third parties unless legally required or with the candidate’s explicit consent. Candidates may withdraw their consent at any time by contacting dpo@ke.sportpesa.com, without affecting the lawfulness of processing carried out prior to withdrawal.

How to Apply

If you are up to the challenge, possess the necessary qualifications and experience; please send your application letter and CV only quoting the job title on the email subject (Customer Service Representative) to hr@sportpesa.co.ke by 30th March 2026. Only short-listed candidates will be contacted for interview.