Contact Centre Agent

About the Company

This role sits within Super Group Africa, the digital gaming business behind well-known sports betting and iGaming brands such as Betway and Jackpot City. The company is focused on combining decades of experience with modern technology and innovation to deliver an engaging entertainment experience for customers.

Role Overview

The Contact Centre Agent will support players across multiple communication channels and work to deliver prompt, high-quality service. The role is centred on resolving issues at first contact wherever possible, while maintaining service standards and supporting customer retention.

This is an opportunity for someone energetic, customer-focused and eager to grow in a fast-moving online gaming environment.

What You Will Do

• Deliver consistently strong service to players and customers.
• Handle incoming queries through phone calls, live chat, email and WhatsApp, along with any other supported channels.
• Work toward resolving customer issues during the first interaction whenever possible.
• Manage the volume of communication received during your shift within required timelines and service standards.
• Ensure that all player interactions are handled professionally and meet the expected quality standards.
• Apply company policies and procedures with a focus on retaining players.
• Complete outbound tasks within the required timeframe.
• Escalate player issues to Senior Agents or Floor Managers when necessary.
• Monitor internal systems and notify the Floor Manager on duty if any system is not functioning correctly.
• Contribute ideas to improve player experience and strengthen customer relationships.
• Share observations and suggestions with Senior Agents and Floor Managers based on customer interactions and trends.
• Carry out regular competitor analysis to help identify service improvements.
• Take responsibility for ongoing learning and request training or upskilling when needed.
• Escalate queries to the appropriate departments when required.
• Accurately record all communications with players in line with company procedures.

What You Need

• Strong written and spoken communication skills, with the ability to explain complex information clearly.
• Ability to work well with cross-functional teams toward shared goals.
• Good organisational ability and comfort handling several priorities at once.
• Excellent attention to detail and a commitment to producing high-quality work.
• Ability to stay effective, positive and productive in changing environments.
• Analytical thinking and sound judgement.
• Strong communication and data interpretation skills.
• At least 2 years of experience in customer service or a contact centre environment.
• A degree is required.

Preferred Experience

• Knowledge of sports betting markets, including odds, betting formats and market movement.
• Background in online gaming or casino operations, with understanding of player behaviour and industry rules.
• Familiarity with gambling compliance requirements across different jurisdictions.
• Experience building and implementing customer retention approaches.

Company Values

• Adaptability.
• Ownership and accountability.
• Initiative.
• Resilience.
• Team orientation.
• Integrity.
• Innovation.

Benefits

• Learning and development programmes to support fast career growth.
• Performance feedback tools to help guide professional development.
• Employee assistance support for employees and their families.
• Medical aid coverage for health and wellbeing.
• Group life cover, including life insurance and dread disease cover.

Additional Notes

The company may use its talent management and talent development programme as part of the hiring process. Shortlisted candidates may be asked to complete an assessment.

Because the role includes access to customer financial details, candidates will be subject to credit and criminal record checks. Qualification verification will also be completed, as the stated qualifications are essential for the role. By applying, candidates consent to these checks being carried out confidentially for verification purposes only.

If there is no response within 2 weeks, the application should be considered unsuccessful.

The organisation describes itself as a place to work, play and grow.