Customer Service Host
DigiOutsource is seeking a Customer Service Host to support the delivery of high-quality service within its contact centre. The role involves engaging with customers through live chats, calls, and emails to assist with queries and complaints, ensuring the company maintains its standard of world-class service.
This position is based in Cape Town and requires a professional who is comfortable working in a fast-paced, multimedia environment. The successful candidate will be responsible for managing customer relationships, resolving complex issues, and contributing to the overall efficiency of the support team.
- 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 or shift supervisors as 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 to stay sharp, productive and positive in fast-moving environments (required).
- The ability to handle complex interactions clearly and effectively (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).
- Learning and development programmes.
- Performance tool for feedback and career development.
- Employee Assistance Programme.
- Group Life Cover.
- Funeral Fund Benefit.
- Income Continuation Benefit.
- Medical Aid Subsidy.
- Retirement Annuity Subsidy.
DigiOutsource is a global iGaming technology and services company and part of Super Group (SGHC), the holding company behind the Betway and Spin brands. Headquartered in Cape Town, South Africa, with offices in London and Portugal, it provides software development, digital marketing, business intelligence, design and communications services that power leading online gaming brands. The company employs around 1,200 people across multiple continents. DigiOutsource was formed from the merger of the ForwardSlash and SpeakUp Communications businesses and operates as a key technology hub within Super Group.