• Job Description

  Req#: JR11114

  Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

  Job Description

  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.

  Who we’re looking for

  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.

  Why we need you

  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 [insert role name] you’ll be supporting the delivery of [i.e. a high-quality service within the corporate secretariat function], covering [list a few activities]. This will help us excel at [what] to stay ahead of the game.

  What you’ll be doing

  The Contact Centre Agent typically reports to the Contact Centre Coach. The Contact Centre Agent’s main purpose is to understand the customers’ needs, exceed the customers’ expectations and to execute everything possible to provide them with the best experience. Customer satisfaction is the focal point for a Contact Centre Agent’s role. While keeping this in mind the Agent needs to perform his duties in line with the company’s policies, procedures, and regulations.

  Specific duties will include, but are not limited to, the following:

  Customer Management

  The Contact Centre Agent provides world-class customer service by timeously responding to customer queries with excellence. They are responsible for customer relationship-building to ensure that the brand reputation is upheld to the highest standards as well as ensuring that customers are satisfied with the service given after every interaction.

  They process and resolve incoming and outgoing contacts in a multimedia environment. Liaising with Coaches / Managers to convey/highlight any issues and/or complaints that may affect the business as a whole, our betters and internal clients/stakeholders negatively. Monitoring internal systems and informing the Coach/Manager on duty if these are not operating, or responding, correctly.

  Quality And Productivity:

  The Contact Centre Agent strives for first contact resolution on all queries received from our sport betters. They need to ensure that any and all communications with our betters is of the requires standard and expected quality.

  The Contact Centre Agent will ensure that all communications and volume received during their respective shift is dealt with in the required time frame and manner as stipulated in our policies and procedures. By doing this they will ensure that they correctly and diligently follow all requirements set out in the pursuit of excellent customer service. Once a query is resolved it is also expected to capture all communication without sport betters as well as escalate to the relevant stakeholders where needed.

  Ambassador Requirements:

  The Contact Centre Agent will recognize the importance of meeting required handling times and endeavour to support the team in any way possible, this may mean staying beyond shift hours from time to time to complete communication and volume received during their respective shift to ensure a clean shift handover. It is important the Agent keeps their finger on the pulse of player experience and communication, liaising with Coach / Managers to offer insights and improvements that can be implemented based on player experience in the aim to improve how the business can provide services to our players.

  To perform in this role the Agent needs to have a high regard for self-improvement through ensuring up-skilling and training is requested when the need arises. The Agent needs to consistently live the values of the brand and business at all times.

  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.

  Essential skills you’ll bring to the table

  The necessary skills that we require for this role include:

  • Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
  • Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
  • Expertise in managing multiple tasks simultaneously, with a track record of delivering on time and within scope
  • Exceptional attention to detail, ensuring high standards of quality in all outputs
  • Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
  • Marketing Degree or relevant qualification/experience
  • Ability to communicate across all levels
  • Strong project management skills
  • Numbers driven with strong analytical skills
  • Excellent interpersonal and negotiation skills
  • Must be deadline and target driven with good time management
  • Web / e-commerce experience advantageous but not a necessity
  • Ability to work under pressure and adapt well to change
  • Strong organizational, communication, presentation and facilitation skills for effective output co-ordination
  • Highly computer literate

  Desirable skills you’ve got up your sleeve

  It would be great if you also have some the following skills:

  • 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

  Our values are non-negotiables

  Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

  These competencies are:

  • Adaptability
  • Ownership and accountability
  • Initiating action
  • Resilience
  • Team orientation
  • Integrity
  • Innovation

  What you’ll get back

  We offer a great variety of personal and professional benefits to help you thrive at Betway and Super Group. This includes:

  • 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.

  Local benefit, e.g.:

  • Medical aid
  • Lunch Allowance

  Be part of that Superclass feeling.

  At Super Group, diversity is part of our DNA. With teams across 17 countries, 85 nationalities, and 30 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

  It’s all about putting your experience first and ensuring honesty and fairness in all we do.
  Here, your growth is supported and your contributions valued.

  Game on!

  
  *Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.

  *Shortlisted candidates may need to complete an assessment.
  

  This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

  
  Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

  The perfect place to work, play and grow!

• About the company

  The Betway Group is a global online gambling company with a number of brands including Betway Sportsbook, Betway Casino, Betway Vegas, Betway Bingo and Betway Poker.

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