Contact Centre Agent
The Contact Centre Agent will assist customers via all contact platforms. The role ensures that the quality of service meets and where possible exceeds the customer’s expectations and that issues are resolved on first contact.
This role is for individuals who are hungry to grow, excited by impact and ready for a challenge that will supercharge their career. The agent will be building experiences that wow customers and will be expected to bring their A-game to a supportive environment where their skills can flourish and their career can soar.
- Providing world-class service to all of our players.
- Responding to all incoming player queries, via all contact mediums including but not limited to: calls, live chat, e-mail, WhatsApp.
- Strive for ‘first-contact-resolution’ on all customer queries.
- Ensuring that all communication and volume received during their respective shift is dealt with in the required timeframe and manner.
- Ensuring that any and all communication with our players is of the required standard and expected quality.
- Follow company policies and procedures to ensure the retention of all players.
- Completing assigned outbound tasks within the required time frame.
- Liaising with the Senior Agents/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/improving player /customer experience and relationships.
- Keeping their finger on the pulse of player experience and communication, liaising with Senior Agents / Floor Managers offering insights and improvements that can be implemented based on player experience.
- Performing consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players.
- Continued self-improvement through ensuring up skilling and training is requested when the need arises.
- Correctly escalating queries to other departments (should the need arise).
- Follow company policies and procedures when recording all communication with our players.
- Minimum of 2 years’ experience in a Customer Service/ Contact Centre role (required).
- Degree is essential (required).
- Clear, confident communication (written and verbal), and the ability to breakdown complex ideas (required).
- A collaborative mindset, working smoothly with cross‑functional teams to hit shared goals (required).
- Strong organisational skills and the ability to manage multiple projects without dropping the ball (required).
- Exceptional attention to detail and a commitment to high‑quality work (required).
- Adaptability – you stay sharp, productive and positive in fast‑moving environments (required).
- Analytical and critical thinking skills (required).
- Strong communication and 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, with a strong understanding of player behaviour and industry regulations (nice-to-have).
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards (nice-to-have).
- Experience in developing and executing customer retention strategies (nice-to-have).
- Supergrowth learning and development programmes.
- Performance tool for meaningful feedback.
- Employee Assistance Programme.
- Comprehensive medical aid.
- Group Life cover. Includes 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.