Betway Africa Graduate Centre Agents

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 may be required depending on operational needs.
• Striving for ‘first-contact-resolution’ on all customer queries.
• Ensuring that all communication and volume received during shifts are dealt with in the required timeframe and manner.
• Maintaining the expected quality and standard in all communication with players.
• Following company policies and procedures to ensure player retention.
• Completing assigned outbound tasks within the required timeframe.
• Liaising with the Team Leader/Manager to hand over player-related issues.
• Monitoring internal systems and informing the Team Leader on duty if they are not operating correctly.
• Enhancing player/customer experience and relationships.
• Keeping abreast of player experience and communication, providing insights and improvements to Team Leader/Managers.
• Conducting consistent customer service competitor analysis to offer insights on improving services.
• Engaging in continued self-improvement through upskilling and training as needed.
• Correctly escalating queries to other departments when necessary.
• Adhering to company policies when recording all communication with players.

Requirements:

• Completed BCom Degree.
• Passion and good knowledge of sports, sports betting, and betting markets.
• Clear voice with excellent telephonic and written communication skills.
• Intermediate computer proficiency, particularly in MS Office and internet applications.
• Strong attention to detail with the ability to identify and solve problems.
• Ability to swiftly adapt to changes in the workplace and industry.
• 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.