Job Description
Kick-start your career in the online gaming world and experience the very latest in technology and innovation.
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.
Job Industry
Job Salary Currency
Job Salary Fixed
NoKey Deliverables
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 Qualities
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Desirable Skills You’ve Got Up Your Sleeve It would be great if you also have some of the following skills:
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