Customer Service Agent

Kick-start your career in the online gaming world and experience the very latest in technology and innovation. Betway is a leading global Sports Betting and iGaming brand, licensed and operating in more than 25 countries and markets around the world. Digital Gaming Corporation (DGC), a Super Group LTD (NYSE: SGHC) company, operates the Betway brand in nine states across the USA, offering sports betting, iGaming, and live dealer table games to customers across multiple States. We do this through web and mobile applications, using some of the most established Sports Betting and iGaming software and products available.

The goal of the Customer Support Agent is to ensure all communication, including chats, calls, and emails, are handled professionally and courteously while providing quality support to our customers. Our premium service to our customers allows us to establish long-term customer loyalty. Problem-solving skills are a constant requirement in this position where the Customer Support Agent is required to stay abreast of business updates and changes that impact the customer journey and operational processes.

Duties are to include, but are not limited to:

• Providing premium Customer Service through telephone, email, and online chats
• Adhere to strict KPIs that measure quality and productivity.
• Taking ownership of customer-related queries, escalating, and driving resolutions
• Be aware of updates and changes that impact the customer journey and operational processes.
• Connecting with customers by displaying a level of interest in sports and online gaming.
• Processing and resolving incoming and outgoing contacts in a multimedia environment.
• Processing inbound and outbound campaigns to reach our customers.
• Completion and problem-solving of tasks assigned during shift.
• Establishing a rapport with loyal customers by being able to speak to multiple aspects of the product.
• Congregate with fellow departments to implement solutions to customer issues.
• Excellent time management and adherence to the schedule
• Performing extra tasks given by managers/shift supervisors as required.

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties to achieve business objectives.

Essential Criteria:

• Must be at least 21 years of age as per federal, state, and local regulations working within the gambling industry.
• High School diploma required.
• Relevant College/ University degree within the relevant field.
• 1+ Year previous Customer Service experience/Strong Customer Service Skills.
• Strong written and verbal communication skills.
• Ability to maintain a friendly disposition under pressure.
• Strong problem-solving abilities.
• Team members must be able to qualify for licenses and permits required by federal, state, and local regulations.
• This role will require you to work within a 24/7/365 rotational shift environment.

Knowledge, Skills & Abilities:

• Knowledge and passion for the sports/ sports betting industry.
• Customer Orientation
• Stress Tolerance
• Problem-Solving Skills
• Interest in Sports and Online Gaming
• Stress Tolerance
• Building Relationships
• Communication & Writing Skills
• Decision-Making
• Ability to multitask.

Person Specifications:

• Positive
• Participative
• Self-confident
• Friendly
• Self-starting
• Competitive
• Inquisitive
• Imaginative
• Factual
• Consistent
• Self-disciplined

Physical Demands:

While performing the duties of this job, the employee should be able to:

• Regularly talk and hear.
• Sit for long periods and reach with hands and arms.
• Lift up to 25 pounds, stand, and walk.

*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.