Kick-start your career in the online gaming world and experience the very latest in technology and innovation.
Purpose: Betway and Jackpot City are 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 as well as the Jackpot City brand in 2 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. Must be at least 21 years of age as per federal, state, and local regulations working within the gambling industry.
Relevant University degree (eg: Bcom or BA)
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 (please note a police clearance certificate will be required for this role).
Minimum of 6 months in your current role.
Demonstrates consistent behaviour aligned to the organizational culture.
Must be able to work an 8 hour shift between the hours of 5am to 5pm, including weekends, on a rotational basis.
Candidate must be based in Cape Town.
Strong experience in email and online chat within a Customer Service environment.
Knowledge, Skills & Abilities: Customer Orientation.
Communication& Writing Skills .
Problem-Solving Skills.
Stress Tolerance.
Building Relationships.
Decision-Making
Ability to multitask.
Interest in Sports and Online Gaming.
Person Specifications: Positive
Self-confident
Friendly
Self-starting
Competitive
Inquisitive
Imaginative
Factual
Consistent
*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.
Should you not hear from us within 2 weeks, please deem your application as unsuccessful.
The perfect place to work, play and grow! About UsDGC is looking for the best talent in the galaxy! Are you an innovative go-getter? Positive? Enthusiastic? Insanely flexible? Willing to roll up your sleeves and get your hands dirty? Are you able to conjure up creative solutions to complex problems? Are you tough, resilient and able to perform well in an exceptionally high-pressured and competitive environment, made more challenging by shifting deadlines and priorities? Can you spin straw into gold?
If so, you'll fit right in! You'll be warmly welcomed by a strong, agile, adaptable and talented team who embody the whole being greater than the sum of its parts. We get knocked down, we get up again. As many times as it takes. We're aiming for the stars and are seeking brave souls with a pioneering spirit and impeccable work ethic to join us for the ride and have fun along the way. Passengers need not apply.
Level-up and be part of the DGC Team. We give our people the opportunity, the technology and the voice to actively make a difference: smash deliverables, crush goals, shoot at the moon and take over the world.
If you think you can play a part in taking us to the stratosphere, reach out and join us! We'd love to have you on board. DGC supports its talent through its progressive benefits, wellness and a culture of professional progress.
Interested in a role, but not ready to apply? Get in touch – we'd love to hear from you.
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