Customer Service Agent at Betway Africa

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.
• The Customer Service Host typically reports to the Customer Service Lead. The Customer Service Host’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. These services will be focused on customer retention and all interventions will be directed at improving customer loyalty, brand integrity, responsible gambling, retention, and relationship building in order to achieve or exceed revenue and targets in line with the organisation’s policies, procedures and regulations.

What You’ll Be Doing

As part of your role, your responsibilities will include:

Customer Management

• The Customer Service Host provides world-class customer service by timeously responding to customer queries with excellence. They are responsible for customer relationship-building and the cross selling of products and services relevant to the customer.
• This role monitors specific customer accounts as allocated to increase customer visits to promote revenue growth. They process and resolve incoming and outgoing contacts in a multimedia environment. They need to manage customers using CRM in line with targets. As they recognize potential opportunities for new business and customer acquisition, they need to take the necessary steps for growth.

Information Management

• They are responsible for processing pertinent information into relevant databases and completing assigned tasks during their shift. The Customer Service Host is responsible for maintaining customer confidentiality.

Customer Feedback

• They need to obtain feedback from clients with regards to their experience and then ensure the feedback is shared with the relevant stakeholders.

Other

• The Customer Service Host is expected to perform ad-hoc tasks given by their supervisors as and when required.
• 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 interpersonal skills
• Strong negotiation skills
• Strong sales skills
• Strong telephonic skills
• Ability to build and maintain strong relationships
• Strong problem-solving skills
• Strong written skills
• Strong conflict management skills

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