Customer Service Host

Kick-start your career in the online gaming world and experience the very latest in technology and innovation. We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands. At Betway, we’re driven by our shared vision to become the global leader in the online sports betting and casino industry. Our people are forward-thinking team-players who thrive on a collective diversity of skills and backgrounds. Founded in 2006, our teams in Guernsey, London, Malta, Germany, Portugal and Spain and are constantly expanding and evolving. We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar. Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary. We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision. As a Customer Service Agent, you’ll be supporting the delivery of a high-quality service within the Call Centre function, directed at improving customer loyalty, brand integrity, responsible gambling, retention, and relationship building to achieve or exceed revenue and targets in line with the organisation’s policies, procedures and regulations. This will help us excel and stay ahead of the game. This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

• Provide world-class service to all our players
• Respond to all incoming player queries, via all contact mediums including but not limited to calls, live chat, e-mail, social media, WhatsApp
• Strive for ‘first contact-resolution’ on all customer queries
• Ensure that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
• Stay beyond shift hours to complete communication and volume received during respective shift to ensure a clean shift handover
• Ensure that 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
• Complete assigned outbound tasks within the required time frame
• Liaise with the Senior Agents/Floor Managers to hand over player related issues
• Monitor internal systems and informing the Floor Manager on duty if these are not operating, or responding, correctly
• Enhance/improve player /customer experience and relationships
• Keep your 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
• Perform consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players
• Ensure continued self-improvement through up skilling and training when the need arises
• Operate as part of a team/unit
• Correctly record all communication with users/clients
• Correctly escalate queries to other departments (should the need arise)
• Follow company policies and procedures when recording all communication with players
• Follow company policies and procedures when escalating queries to other departments (should the need arise)
• Live the values of the brand and business at all times

• Matric/Grade 12 (or equivalent) qualification
• Customer Service diploma (or equivalent qualification)
• Social media and IM experience and qualification
• Minimum of 2 years’ customer service experience within a large volume call centre
• Must have a passion and good knowledge of sports, sports betting and betting markets
• A clear voice and excellent telephonic and written communication skills
• Intermediate computer proficiency (specifically MS Office and internet applications)
• Typing skill and accuracy of an average of 40 words per minute with 90% accuracy
• Strong attention to detail and distinct ability to identify and solve problems
• The ability to swiftly adapt to changes in workplace and industry
• A strong work ethic and sense of responsibility
• Target and quality driven nature
• Ability to multi-task and work well under pressure
• Solution oriented – self-starter with a can-do attitude
• Responsible individual with good timekeeping
• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies

• We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
• Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.