Who we areWe're part of Super Group, the NYSE-listed digital gaming company behind some of the world's leading Sports and iGaming brands.At Raging River, we make games, and we're passionate about it. We're a dev house which specialises in advanced online fun, a sentiment that is echoed in our environment and company culture. At our core is a lattice of skilled and passionate game developers who can tackle the surge of projects and ideas that flow in and out of our doors.Who we're looking forWe're on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Raging River, every day is action-packed, and we expect you to bring your A-game. In return, you'll find a supportive environment where your skills can flourish and your career can soar.Ready to become a game-changer?Supercharge your career with us and be part of something extraordinary.Why we need youWe're on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.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 doingAs 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 tableThe necessary skills that we require for this role include:Strong 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 goalsExceptional attention to detail, ensuring high standards of quality in all outputsAbility to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations2+ years work experience in a Customer Service/Contact Centre roleDiploma/Degree is essentialMust have a passion and good knowledge of sports, sports betting and betting marketsA clear voice and excellent telephonic and written communication skillsIntermediate computer proficiency (specifically MS Office and internet applications)Typing skill and accuracy of an average of 40 words per minute with 90% accuracyStrong attention to detail and distinct ability to identify and solve problemsThe ability to swiftly adapt to changes in workplace and industryA strong work ethic and sense of responsibilityTarget and quality driven natureAbility to multi-task and work well under pressureSolution oriented – self-starter with a can-do attitudeResponsible individual with good timekeepingMust be willing to work shifts. The Call Centre is a 24-hour operation and agents work on a rotational shift basisEssential – must have own (reliable) transportMust be flexible on overtime (should it be required)Desirable skills you've got up your sleeveIt 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 regulationsProficiently speak, read and write additional African languages outside of Afrikaans and EnglishOur values are non-negotiablesOur culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.These competencies are:AdaptabilityOwnership and accountabilityInitiating actionResilienceTeam orientationIntegrityInnovationWhat you'll get backWe offer a great variety of personal and professional benefits to help you thrive at Raging River Super Group. This includes:We're dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.Your hard work and achievements won't go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.Contribution to medical aid, provident fund and group lifeSubsidized lunchBe part of that Superclass feeling.At Super Group, diversity is part of our DNA. With teams across 22 countries, 85 nationalities, and 30 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.It's all about putting your experience first and ensuring honesty and fairness in all we do.Here, your growth is supported and your contributions valued.Game on!
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