Premium Service Agent
The Premium Service Agent assists the Team Lead - Premium Service on shift in ensuring that priority service and administrative services are provided to Premium Customers. The role is responsible for maintaining and enhancing long term relationships with nominated high-end players with an objective of extracting maximum value and retention.
Betway Africa requires the candidate to maintain, develop and increase Premium retention, activity rates, and revenue through exceptional service delivery with the aim of first contact resolution. This will be achieved through providing client support, proactive outbound calling, roadshows and eventing when required, collection and updating of player information and acquisition of new Premium customers.
- Provide dedicated and prioritised Contact Centre service to all Premium Customers queries coming into any of the Contact Centre Channels.
- Manage all HVC CRM Work item queries as well as Work Items received from other departments where required and ensure feedback is provided to all involved parties.
- Act as the end-to-end feedback loop to customers on any CRM Work Items where feedback is required.
- Assist Team Leaders with any ad-hoc teams’ escalations and assistance they may require whilst on shift.
- Make contact with low HVC CSAT ratings and turn the customer service experienced into a positive experience.
- Make contact with Premium customers who abandoned in queue and assist with their queries accordingly.
- Assist with any overflow service recovery tasks that the Team Lead - Premium Service may require help with.
- A degree (BCom or equivalent) is essential (required)
- Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively (required)
- Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope (required)
- Exceptional attention to detail, ensuring high standards of quality in all outputs (required)
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations (required)
- Ability to communicate across all levels (required)
- Strong project management skills (required)
- Numbers driven with strong analytical skills (required)
- Excellent interpersonal and negotiation skills (required)
- Must be deadline and target driven with good time management (required)
- Ability to work under pressure and adapt well to change (required)
- Ability to understand and manage client expectations (required)
- Team player who can work well under pressure (required)
- Excellent computer literacy with high proficiency in excel (required)
- Consistent high standard and quality of work (required)
- Good time management skills and ability to effectively multi-task in a deadline-drive, high pressure environment (required)
- Extremely detail oriented and well organized (required)
- Excellent interpersonal and customer orientation skills (required)
- Ability to clearly and effectively communicate (required)
- Exceptional organisation skills, with the ability to manage multiple projects, prioritise effectively, and meet deadlines – all while doing so with strong attention to detail and focus on quality and excellence (required)
- Betway Premium is a 24-hour operation therefore must be willing to work on a rotational shift basis and flexible to work overtime (required)
- Must have own vehicle 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)
- Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint) (nice-to-have)
- Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions (nice-to-have)
- Comprehensive learning and development programmes
- Performance Tool for regular, constructive feedback
- Employee Assistance programme
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.
