Contact Centre Agent

Location: Johannesburg
Job Type Classification: Permanent
Closing Date: Not Specified
Salary: market related

Kickstart Your Career in Online Gaming

Step into the exciting world of online gaming and immerse yourself in cutting-edge technology and innovation.

Who We Are

We’re part of Super Group, a NYSE-listed digital gaming powerhouse driving some of the globe’s top Sports and iGaming brands.

At Raging River, we’re all about crafting games with passion. As a development hub specializing in cutting-edge online entertainment, our vibrant environment and company culture reflect this enthusiasm. Our core strength lies in a network of talented, dedicated game developers ready to tackle the constant stream of projects and ideas that come our way.

Who We’re Looking For

We’re on an exhilarating path of growth and innovation, and we’re searching for passionate, motivated individuals to join the ride. At Raging River, every day is dynamic, and we need you to bring your best. In return, you’ll thrive in a nurturing environment where your talents can shine and your career can take off.

Ready to make an impact? Power up your career with us and join something truly remarkable.

Why We Need You

Our goal is to deliver unforgettable experiences to our customers, and your unique skills, enthusiasm, and unstoppable energy will help us bring this vision to life.

As a Contact Centre Agent, you’ll play a vital role in providing top-tier service to our clients, ensuring we lead the pack in customer experience excellence.

What You’ll Be Doing

Your responsibilities will include:

-Delivering exceptional, world-class service to all players.

-Handling player inquiries across various channels, including calls, live chat, email, and WhatsApp.

-Aiming for ‘first-contact resolution’ on every customer query.

-Managing all communications and workload during your shift efficiently and within set timeframes.

-Maintaining high-quality standards in all player interactions.

-Following company policies and procedures to retain players.

-Completing outbound tasks as assigned within deadlines.

-Collaborating with Senior Agents or Floor Managers to escalate player-related concerns.

-Monitoring internal systems and alerting the Floor Manager if issues arise.

-Enhancing player relationships and overall customer experience.

-Staying attuned to player feedback, sharing insights with Senior Agents or Floor Managers for potential improvements.

-Conducting regular competitor analysis to suggest ways we can elevate our service.

-Pursuing ongoing self-development by seeking training and upskilling opportunities as needed.

-Escalating queries to relevant departments accurately when required.

-Adhering to company guidelines when documenting all player communications.

Note: This list is not exhaustive. You may be asked to perform additional reasonable duties to support business goals.

Essential Skills You’ll Bring

We’re looking for:

-Excellent verbal and written communication skills, with the ability to explain complex concepts clearly.

-Proven teamwork experience, collaborating across functions to achieve common objectives.

-Keen attention to detail, ensuring top-quality results.

-Adaptability to thrive in fast-paced, ever-changing settings.

-2+ years of experience in a Customer Service or Contact Centre role.

-A Diploma or Degree (essential).

-A strong passion for sports, sports betting, and betting markets, with solid knowledge in these areas.

-A clear, confident voice and outstanding phone and written communication skills.

-Intermediate proficiency with MS Office and internet applications.

-Typing speed of at least 40 words per minute with 90% accuracy.

-Sharp problem-solving skills and meticulous attention to detail.

-Quick adaptability to workplace and industry shifts.

-A strong sense of duty and work ethic.

-A target-driven, quality-focused mindset.

-Ability to juggle multiple tasks and perform under pressure.

-A proactive, solution-focused attitude.

-Reliability, with excellent time management.

-Willingness to work shifts in our 24-hour Call Centre (rotational basis).

-Reliable personal transportation (essential).

-Flexibility for overtime when needed.

Desirable Skills You Might Have

Bonus points if you bring:

• Deep knowledge of sports betting markets, including odds, bet types, and trends.
• Previous experience in online gaming or the casino industry, with insight into player behavior and regulations.
• Fluency in additional African languages beyond English and Afrikaans (speaking, reading, and writing).

Our Non-Negotiable Values

Our culture thrives on core values tied to essential behavioral competencies. These, along with the skills below, are critical for every team member to shape and advance our culture:

–Adaptability

–Ownership and Accountability

–Proactive Initiative

–Resilience

–Team Collaboration

–Integrity

–Innovation

What You’ll Gain

At Raging River Super Group, we provide a range of personal and professional perks to help you succeed, including:

–Growth Opportunities: Access to robust learning and development programs to boost your skills and career.

–Recognition: Our Performance Tool offers regular feedback to fuel your improvement and potential.

–Support: An Employee Assistance program with benefits for you and your family.

–Benefits: Contributions to medical aid, provident fund, and group life, plus subsidized lunches.

–A Winning Vibe: Be part of our Superclass culture.

Diversity is in our DNA at Super Group. With teams spanning 22 countries, 85 nationalities, and 30 languages, we’re committed to equal opportunities and fostering an inclusive, empowering workplace wherever you are.

Here, your experience comes first, with fairness and honesty at the heart of everything we do. Your growth is championed, and your contributions matter.

Ready to Play?

Note: Our recruitment process includes Talent Management and Development Program considerations. Shortlisted candidates may need to complete an assessment.

This role involves handling sensitive customer financial data, requiring trust and integrity. A credit and criminal record check will be conducted, and qualifications will be verified as an inherent job requirement. By applying, you consent to these confidential checks for verification purposes only.

If you don’t hear back within 2 weeks, please consider your application unsuccessful.

Join us at the ultimate place to work, play, and grow!

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