Contact Centre Agent

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

Who we are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

Our journey at Betway Africa started in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 1000+ talented and exceptional people at the forefront of the vast and competitive world. Our expertise lies in marketing, customer service and technology. 

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 Africa, 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 building experiences that wow our customers – and that starts with bold, curious people who want to do work that matters.

If you’re hungry to grow, excited by impact and ready for a challenge that will supercharge your career, this could be your moment.

As our Customer Service Agent, you’ll play a key part in delivering high quality service within the Call Centre function, getting hands-on with improving customer loyalty, brand integrity, responsible gambling, retention, and relationship building to achieve or exceed revenue and targets in line with the organisation’s policies, procedures and regulations

. Your drive and ideas will help us move faster, improve smarter, and stay ahead of the game.

What you’ll do

You’ll take ownership of work that gives us our competitive edge, including:

• Provide world-class service to all our players
• Respond to all incoming player queries, via all contact mediums including but not limited to calls, live chat, e-mail, social media, WhatsApp
• Strive for ‘first contact-resolution’ on all customer queries
• Ensure that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
• Stay beyond shift hours to complete communication and volume received during respective shift to ensure a clean shift handover
• Ensure that 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
• Complete assigned outbound tasks within the required time frame
• Liaise with the Senior Agents/Floor Managers to hand over player related issues
• Monitor internal systems and informing the Floor Manager on duty if these are not operating, or responding, correctly
• Enhance/improve player /customer experience and relationships
• Keep your 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
• Perform consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players
• Ensure continued self-improvement through up skilling and training when the need arises
• Operate as part of a team/unit
• Correctly record all communication with users/clients
• Correctly escalate queries to other departments (should the need arise)
• Follow company policies and procedures when recording all communication with players
• Follow company policies and procedures when escalating queries to other departments (should the need arise)
• Live the values of the brand and business at all times

This list covers your core responsibilities – with plenty of room to stretch, explore and take on new challenges as we grow.

What you’ll bring

You’re someone who brings:

• Clear, confident communication (written and verbal), and the ability to breakdown complex ideas
• A collaborative mindset, working smoothly with cross‑functional teams to hit shared goals
• Strong organisational skills and the ability to manage multiple projects without dropping the ball
• Exceptional attention to detail and a commitment to high‑quality work
• Adaptability – you stay sharp, productive and positive in fast‑moving environments
• Matric/Grade 12 (or equivalent) qualification
• Customer Service diploma (or equivalent qualification)
• Social media and IM experience and qualification
• Minimum of 2 years’ customer service experience within a large volume call centre
• 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

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 invest in your growth and wellbeing, so you can bring your best:

• Supergrowth is real here. Our learning and development programmes give you the tools, training and opportunities to level up fast.
• Your progress matters. Our Performance tool ensures you get meaningful feedback to support your development and superdrive your career.
• Support that has your back. Our Employee Assistance Programme offers resources for you and your family.
• Medical Aid Contribution
• Provident Fund Contribution
• Group Life Contribution

Ready to feel superclass?

At Super Group, your experience matters. We’re honest, fair, and focused on helping you succeed – and your work will have real impact from day one.

Game on!

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!