Contact Centre Agent

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Job title: Contact Centre Agent

Department: Contact Centre

Reporting to: Contact Centre Coach

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.

Our journey at Osiris Trading started in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 300+ talented and exceptional people at the forefront of the vast and competitive world. Our expertise lies in marketing, customer service and technology. 

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 Osiris, 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.

ssential 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 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
• 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 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 Osiris 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.

Be part of that Superclass feeling

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 27 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

*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