Contact Centre Agent

Johannesburg, Gauteng
Permanent
Full-time

29 days ago

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.Who we areWe’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.At Raging River, we make games, and we’re passionate about it. We’re a dev house which specialises in advanced online fun, a sentiment that is echoed in our environment and company culture. At our core is a lattice of skilled and passionate game developers who can tackle the surge of projects and ideas that flow in and out of our doors.Who we’re looking forWe’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Raging River, 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 youWe’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 Contact Centre Agent, you’ll be supporting the delivery of high-quality service to our clients. This will help us excel at delivering the best customer experience to stay ahead of the game.What you’ll be doingAs part of your role, your responsibilities will include:

Providing world-class service to all of our players
Responding to all incoming player queries, via all contact mediums including but not limited to: calls, live chat, e-mail, WhatsApp
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 Senior Agents/Floor Managers to hand over player related issues
Monitoring internal systems and informing the Floor Manager 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 Senior Agents / Floor 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

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 tableThe 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
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

2+ year’s work experience in a Customer Service/ Contact Centre role
Diploma/Degree is essential
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

Must be willing to work shifts. The Call Centre is a 24-hour operation and agents work on a rotational shift basis
Essential – must have own (reliable) transport

Must be flexible on overtime (should it be required)Desirable skills you’ve got up your sleeveIt would be great if you also have some of 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
Proficiently speak, read and write additional African languages outside of Afrikaans and English

Our values are non-negotiablesOur 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 backWe offer a great variety of personal and professional benefits to help you thrive at Raging River 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.
Contribution to medical aid, provident fund and group life
Subsidized lunch

Be part of that Superclass feeling.At Super Group, diversity is part of our DNA. With teams across 22 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!

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