Contact Centre Agent
2025-06-02T12:51:34+00:00
Betway
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https://betway.com/
FULL_TIME
Dar es Salaam
Dar es Salaam
00000
Tanzania
Internet
Customer Service
2025-06-09T17:00:00+00:00
Tanzania
8
Who we are
We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.
Who we’re looking for
We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Media Bay 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 you
We’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 doing
As part of your role, your responsibilities will include:
- Providing world-class service to all of our players
- Responding to all incoming player queries, via all contact mediums including but not limited to: calls, live chat, e-mail, WhatsApp
- Strive for ‘first-contact-resolution’ on all customer queries
- Ensuring that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
- Ensuring that any and all communication with our players is of the required standard and expected quality
- Follow company policies and procedures to ensure the retention of all players
- Completing assigned outbound tasks within the required time frame
- Liaising with the Senior Agents/Floor Managers to hand over player related issues
- Monitoring internal systems and informing the Floor Manager on duty if these are not operating, or responding, correctly
- Enhancing/improving player /customer experience and relationships
- Keeping 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 experience
- Performing consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players
- Continued self-improvement through ensuring up skilling and training is requested when the need arises
- Correctly escalating queries to other departments (should the need arise)
- Follow company policies and procedures when recording all communication with our players
This 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 role
- Diploma/Degree is essential
- Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
- Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
- Exceptional attention to detail, ensuring high standards of quality in all outputs
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
Desirable 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 trends
- Previous experience in the online gaming or casino industry, with a strong understanding of player behavior and industry regulations
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
- Experience in developing and executing customer retention strategies
- Computer 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 functions
Our values are non-negotiables
Our culture is underpinned by core values that are linked to key behavioral competencies. Along with the below behavioral competencies, these are essential for all employees in order for you to embed in and drive our culture forward.
These competencies are:
- Adaptability
- Ownership and accountability
- Initiating action
- Resilience
- Team orientation
- Integrity
- Innovation
What you’ll get back
We offer a great variety of personal and professional benefits to help you thrive at Media Bay and 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.
Providing world-class service to all of our players Responding to all incoming player queries, via all contact mediums including but not limited to: calls, live chat, e-mail, WhatsApp Strive for ‘first-contact-resolution’ on all customer queries Ensuring that all communication and volume received during their respective shift is dealt with in the required timeframe and manner Ensuring that any and all communication with our players is of the required standard and expected quality Follow company policies and procedures to ensure the retention of all players Completing assigned outbound tasks within the required time frame Liaising with the Senior Agents/Floor Managers to hand over player related issues Monitoring internal systems and informing the Floor Manager on duty if these are not operating, or responding, correctly Enhancing/improving player /customer experience and relationships Keeping 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 experience Performing consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players Continued self-improvement through ensuring up skilling and training is requested when the need arises Correctly escalating queries to other departments (should the need arise) Follow company policies and procedures when recording all communication with our players
Minimum of 2 years’ experience in a Customer Service/ Contact Centre role Diploma/Degree is essential Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope Exceptional attention to detail, ensuring high standards of quality in all outputs Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
JOB-683d9e5639835
Vacancy title:
Contact Centre Agent
[Type: FULL_TIME, Industry: Internet, Category: Customer Service]
Jobs at:
Betway
Deadline of this Job:
Monday, June 9 2025
Duty Station:
Dar es Salaam | Dar es Salaam | Tanzania
Summary
Date Posted: Monday, June 2 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Who we are
We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.
Who we’re looking for
We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Media Bay 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 you
We’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 doing
As part of your role, your responsibilities will include:
- Providing world-class service to all of our players
- Responding to all incoming player queries, via all contact mediums including but not limited to: calls, live chat, e-mail, WhatsApp
- Strive for ‘first-contact-resolution’ on all customer queries
- Ensuring that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
- Ensuring that any and all communication with our players is of the required standard and expected quality
- Follow company policies and procedures to ensure the retention of all players
- Completing assigned outbound tasks within the required time frame
- Liaising with the Senior Agents/Floor Managers to hand over player related issues
- Monitoring internal systems and informing the Floor Manager on duty if these are not operating, or responding, correctly
- Enhancing/improving player /customer experience and relationships
- Keeping 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 experience
- Performing consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players
- Continued self-improvement through ensuring up skilling and training is requested when the need arises
- Correctly escalating queries to other departments (should the need arise)
- Follow company policies and procedures when recording all communication with our players
This 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 role
- Diploma/Degree is essential
- Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
- Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
- Exceptional attention to detail, ensuring high standards of quality in all outputs
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
Desirable 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 trends
- Previous experience in the online gaming or casino industry, with a strong understanding of player behavior and industry regulations
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
- Experience in developing and executing customer retention strategies
- Computer 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 functions
Our values are non-negotiables
Our culture is underpinned by core values that are linked to key behavioral competencies. Along with the below behavioral competencies, these are essential for all employees in order for you to embed in and drive our culture forward.
These competencies are:
- Adaptability
- Ownership and accountability
- Initiating action
- Resilience
- Team orientation
- Integrity
- Innovation
What you’ll get back
We offer a great variety of personal and professional benefits to help you thrive at Media Bay and 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.
Work Hours: 8
Experience in Months: 24
Level of Education: associate degree
Job application procedure
Interested and qualified? click here to apply
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