Social Media Customer Care Agent

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

Job title:  ​Social Media Customer Care Agent

Department: Contact Centre

Reporting to: Contact Centre Coach

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 Osiris Trading started in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 300+ 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 Osiris, 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.

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 doing

As part of your role, your responsibilities will include:

• Providing world class customer care to all prospective clients within our social media environments.
• Managing all social media channels in line with the departmental strategy and social media requirements and guidelines.
• Creating and suggesting exciting and relevant content that increases brand awareness within customers.
• Create content relevant to identified business persona
• Enhancing / improving the experience and relationships with our sports betters / punters by actively listening within the business SM space so as to offer insights on improving customer needs and experience
• Focus on driving positive customer sentiment and highlight possible developmental areas for improvement
• Liaising with Senior Agents / Floor Managers to convey/highlight any issues and/or complaints that may affect the business as a whole, our betters and internal clients/stakeholders negatively
• Monitoring internal systems and informing the Floor Manager/supervisor on duty if these are not operating, or responding, correctly.
• Correctly and diligently follow all requirements and company policies and procedures relating to the capturing of all communication with our sports betters as well as following proper escalation process to other departments should the need arise.
• Has a high regard for self-improvement through ensuring up skilling and training is requested when the need arises
• Consistently lives the values of the brand and business at all times.
• Performs other assigned duties as requested that are in line with a sports related customer service environment

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:

• Good understanding of the different platforms such as Facebook, Instagram, YouTube and Twitter
• Minimum of 2 years’ experience in a Customer Service/ Contact Centre role
• Diploma/Degree is essential
• 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
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• 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

Desirable skills you’ve got up your sleeve

It 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
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)
• Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions

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 offer a great variety of personal and professional benefits to help you thrive at Osiris and 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.

Be part of that Superclass feeling

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 27 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!

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!