Betway Africa: Contact Centre Agents (Graduates)

An exciting opportunity exists to be part of a vibrant, dynamic and growing business. Raging River has an exciting opportunity for a Contact Centre Agent.

What you'll be working on

• Providing world-class service to all of our players
• Responding to all incoming player queries, via calls. Other mediums might be required depending on operational requirements
• Strive for ‘first-contact-resolution’ on all customer queries
• Ensuring that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
• Ensuring that any and 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
• Completing assigned outbound tasks within the required time frame
• Liaising with the Team Leader/Manager to hand over player related issues
• Monitoring internal systems and informing the Team Leader on duty if these are not operating, or responding, correctly
• Enhancing/improving player /customer experience and relationships
• Keeping their finger on the pulse of player experience and communication, liaising with Team Leader/Managers offering insights and improvements that can be implemented based on player experience
• Performing consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players
• Continued self-improvement through ensuring up skilling and training is requested when the need arises
• Correctly escalating queries to other departments (should the need arise)
• Follow company policies and procedures when recording all communication with our players

Requirements:

• Completed BCom Degree
• 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)
• 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