Customer Service Host

1 month ago

Cape Town, South Africa Digioutsource Full time

**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.

At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We’re empowered to achieve the ultimate in high-performance gaming experiences using the best technology available.

**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 DigiOutsource, 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 Customer Service Host (Fixed Term Contract) you’ll be supporting the delivery of high-quality service within the English Support team, covering customer retention and all interventions will be directed at improving customer loyalty, brand integrity, responsible gambling, retention, and relationship building. This will help us excel at exceeding revenue and targets in line with the organisation’s policies, procedures and regulations to stay ahead of the game.

**What you’ll be doing**

As part of your role, your responsibilities will include:

- Processing and resolving of incoming and outgoing contacts in a multimedia environment
- Processing pertinent information into relevant databases
- Completion of tasks assigned during shift
- Customer relationship building and management as well as cross selling of products and services
- Problem solving tasks during shift
- Handling and taking full responsibility for customer related queries
- Excellent time management and adherence to schedule
- Performing extra tasks given by managers / shift supervisors as required
- 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:

- 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
- Relevant Degree or 2-year National Diploma
- 2+ years’ work experience in a Customer Service / Contact Centre role
- Be available for 24/7 shift rotations
- Fluent in English; able to communicate effectively (read, write, and speak fluently)
- Demonstrable relevant experience within a Customer Service environment
- Demonstrates consistent behavior aligned to our Organisational Culture
- Resilience
- Quality Focus
- Ownership & Accountability
- Organizing & Planning
- Critical Thinking
- Stress Tolerance

**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 behaviour 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

**Our values are non-negotiables**

Our 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:

- 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 DigiOutsource 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 regul

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