Service Recovery Consultant (Secondment)
Betway Africa is seeking a Service Recovery Consultant to join the team on a secondment basis. This role is critical in protecting and enhancing the customer experience by managing complaints, service recovery cases, and customer escalations from investigation through to resolution.
The consultant will act as a customer advocate, working closely with internal stakeholders to identify root causes, provide fair and timely outcomes, and drive continuous improvement across the business. Through valuable insights and feedback, the role will contribute to enhancing business processes, reducing customer pain points, and ensuring exceptional customer experiences at every opportunity.
- Manage customer complaints, promoting a positive image of the company through telephonic and written interaction throughout the full complaints phase (accept, investigate, resolve and provide feedback).
- Effectively handle and resolve all customer complaints received via all internal and third-party platforms, including but not limited to: Call, chat, email, social media, HelloPeter, Regulatory entities and internal sources which is managed through our internal CRM/JIRA system.
- Address all high-level and general complaints in a professional manner in line with set standards to obtain resolution for clients who raise any expression of dissatisfaction with the product and/or services.
- Effectively communicate information, verbally and/or in writing in a clear and informative manner while taking appropriate ownership and accountability of customer issues and concerns.
- Building a professional rapport/relationship with shareholders to ensure a mutual understanding of customer concerns.
- Analyse, interpret, and communicate product, service, policy, procedure, and account-related information accurately, ensuring informed decision-making and a positive customer experience.
- Escalate all relevant information to respective parties/departments should further in-depth investigation be required, following proper escalation process to other departments should the need arise.
- Ensure complaints are answered in the expected timeframe in line with the requirements set and that follow up is made to ensure full resolution.
- Performs other assigned duties as requested that are in line with our customer service environment (Ad-Hoc communication).
- Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively (required).
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals (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).
- Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations (preferred).
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards (preferred).
- Developing and executing customer retention strategies (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.
