Contact Centre Agent
Betway Africa is seeking a dedicated Contact Centre Agent to join its team in Lusaka. This role is focused on providing exceptional service to players across various communication platforms, including calls, live chat, email, and WhatsApp.
The successful candidate will be responsible for resolving customer queries efficiently while maintaining high standards of quality. The role requires a proactive individual who can manage player relationships, monitor system performance, and contribute to the overall improvement of the customer experience within a fast-paced online gaming environment.
- Providing world-class service to all players.
- Responding to all incoming player queries via all contact mediums including calls, live chat, e-mail, and WhatsApp.
- Striving for first-contact-resolution on all customer queries.
- Ensuring that all communication and volume received during the shift is dealt with in the required timeframe and manner.
- Ensuring that all communication with players is of the required standard and expected quality.
- Following company policies and procedures to ensure the retention of all players.
- Completing assigned outbound tasks within the required time frame.
- Liaising with Senior Agents and Floor Managers to hand over player-related issues.
- Monitoring internal systems and informing the Floor Manager on duty if these are not operating or responding correctly.
- Enhancing and improving player and customer experience and relationships.
- Keeping a pulse on player experience and communication, offering insights and improvements to Senior Agents and Floor Managers.
- Performing consistent customer service competitor analysis to offer insight on how the business can improve services.
- Continued self-improvement through requesting upskilling and training when the need arises.
- Correctly escalating queries to other departments when necessary.
- Following company policies and procedures when recording all communication with players.
- Minimum of 2 years of experience in a Customer Service or Contact Centre role (required).
- Diploma or Degree (required).
- Clear, confident written and verbal communication skills (required).
- Ability to break down complex ideas (required).
- Collaborative mindset for working with cross-functional teams (required).
- Strong organisational skills and the ability to manage multiple projects (required).
- Exceptional attention to detail and commitment to high-quality work (required).
- Adaptability in fast-moving environments (required).
- Analytical and critical thinking skills (required).
- Strong data interpretation abilities (required).
- In-depth knowledge of sports betting markets, including odds calculation, betting types, and market trends (nice-to-have).
- Previous experience in the online gaming or casino industry (nice-to-have).
- Familiarity with gambling regulations and compliance requirements (nice-to-have).
- Experience in developing and executing customer retention strategies (nice-to-have).
- Learning and development programmes for career growth.
- Performance tool for meaningful feedback.
- Employee Assistance Programme.
- Comprehensive medical aid.
- Group Life cover including life insurance and dread disease cover.
Betway Africa is the African arm of Betway, the sports-betting and online-casino brand owned by Super Group (SGHC), a holding company listed on the New York Stock Exchange. Operating since 2006, it delivers sports betting and casino products - including the Jackpot City, Lucky Nugget and Ruby Fortune brands - across markets such as South Africa, Ghana, Nigeria, Zambia, Tanzania, Malawi and Mozambique. The division employs more than 1,000 people, with offices in Johannesburg and Cape Town. It covers functions spanning marketing, technology, finance and customer care for Betway's African operations.