Customer Service Host
The role of Customer Service Host is to support the delivery of high-quality service within the contact centre. This involves engaging with customers through live chats, calls, and emails, assisting them with their queries and complaints.
The position aims to help excel at providing world-class service to stay ahead of the game. The successful candidate will work in a multimedia environment, processing pertinent information into relevant databases and managing customer relationships.
- Providing world-class customer service by responding to customer queries by telephone, email, and online chats.
- Processing and resolving incoming and outgoing contacts in a multimedia environment.
- Processing pertinent information into relevant databases.
- Completion of tasks assigned during shift.
- Customer relationship building and management as well as cross selling products and services.
- Problem solving tasks during shift.
- Handling and taking full responsibility for customer related queries.
- Excellent time management and adherence to schedule.
- Performing extra tasks given by managers / shift supervisors as required.
- Clear and concise verbal and written communication skills (required).
- The ability to handle complex interactions clearly and effectively (required).
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals (required).
- Exceptional attention to detail, ensuring high standards of quality in all interactions (required).
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations (required).
- Matric with 2+ years of customer service experience, or a completed Degree/Diploma with no experience required (required).
- Must be available to work 24/7 shifts (required).
- Must have reliable transport (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).
- Expertise in managing multiple customer contacts simultaneously (nice-to-have).
- Comprehensive learning and development programmes.
- Performance Tool for regular, constructive feedback.
- Employee Assistance programme.
- Competitive Remuneration.
- Free Daily Meal.
- Free Massages.
- On-site Free On-Site Gym.
- Group Life Cover.
- Funeral Fund Benefit.
- Financial Services Assistance.
- Curro School Fees Benefit.
- Income Continuation Benefit.
- Leadership Training.
- Referral Bonus.
- Medical Aid Subsidy.
- Free Sleep Coaching.
- On-site Barista.
- Retirement Annuity Subsidy.
- Team socials.
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.