Job title : Contact Centre Agent
Job Location : Gauteng, Johannesburg
Deadline : November 14, 2025
Quick Recommended Links
- Jobs by Location
- Job by industries
- 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 service to all of our playersResponding to all incoming player queries, via all contact mediums including but not limited to : calls, live chat, e-mail, WhatsAppStrive for ‘first-contact-resolution’ on all customer queriesEnsuring that all communication and volume received during their respective shift is dealt with in the required timeframe and mannerEnsuring that any and all communication with our players is of the required standard and expected qualityFollow company policies and procedures to ensure the retention of all playersCompleting assigned outbound tasks within the required time frameLiaising with the Senior Agents / Floor Managers to hand over player related issuesMonitoring internal systems and informing the Floor Manager on duty if these are not operating, or responding, correctlyEnhancing / improving player / customer experience and relationshipsKeeping their 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 experiencePerforming consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our playersContinued self-improvement through ensuring up skilling and training is requested when the need arisesCorrectly escalating queries to other departments (should the need arise)Follow company policies and procedures when recording all communication with our playersThis 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 :
Minimum of 2 years’ experience in a Customer Service / Contact Centre roleDiploma / Degree is essentialStrong verbal and written communication skills, with the ability to convey complex ideas clearly and effectivelyExperience working collaboratively in cross-functional teams, with a focus on achieving shared goalsExpertise in managing multiple projects simultaneously, with a track record of delivering on time and within scopeExceptional attention to detail, ensuring high standards of quality in all outputsAbility to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situationsDesirable 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 trendsPrevious experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulationsFamiliarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standardsExperience in developing and executing customer retention strategiesComputer 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 functionsCustomer Service jobs