Outbound Customer Service Team Lead – Betway Premium

Betway Africa; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

Join Betway Africa as an Outbound Customer Service Team Lead and be part of an innovative journey in the online gaming industry. This role is essential for creating extraordinary customer experiences, managing a team, and ensuring top-quality service across all outbound channels. If you have a strong background in customer service and are a natural leader, this opportunity offers great potential for growth and development in a dynamic environment.

Benefits

Comprehensive benefits

Learning opportunities

Performance feedback

Inclusive environment valuing diversity

Qualifications

• 3-5 years' experience in Customer Service or Outbound Sales roles.
• Strong communication skills and ability to convey complex ideas clearly.
• Experience in cross-functional teamwork.

Responsibilities

• Creating a world-class service environment for Premium customers.
• Direct management of Outbound Relationship Managers, including performance management.
• Monitoring internal queries and handling escalations.

Skills

Communication

Cross-functional teamwork

Coaching

Education

BCom or equivalent

Tools

Microsoft Office

Job description

Outbound Customer Service Team Lead – Betway Premium

Join to apply for the Outbound Customer Service Team Lead – Betway Premium role at Betway Africa. Get AI-powered advice on this job and more exclusive features. Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Job title: Outbound Customer Service Team Lead – Betway Premium

Department: Betway Premium

Reporting to: Manager

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 started in with a handful of brilliant individuals and some very big picture thinking.

Now, we are an ever-growing community of 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. 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.

The Team Lead will be responsible for working with the Manager, as well as the Training and Quality Assurance teams, ensuring that the requirements of each shift are met.

This role focuses on establishing a constructive relationship with both internal and external clients, helping us excel at delivering the best customer experience and staying ahead of the game.

What You'll Be Doing

• Creating a high-degree service environment for our Premium customers, ensuring world-class service and quality via all Outbound Platforms.
• Direct line management of the Betway Premium Outbound Relationship Managers, including shift schedules, attendance, and performance management.
• Supporting team growth and development, conducting coaching, and managing performance issues.
• Monitoring Relationship Managers' availability and occupancy to meet targets.
• Collaborating on outbound channels, customer experience strategies, and staying updated on digital trends.
• Addressing customer feedback, analyzing pain points, and contributing insights to management reports.
• Monitoring internal queries, ensuring target achievement, and handling escalations.
• Identifying trends, product issues, and process gaps to improve customer experience.

Essential Skills You'll Bring To The Table

• 3-5 years' experience in Customer Service, Contact Centre, or Outbound Sales roles.
• A degree (BCom or equivalent).
• Strong communication skills, ability to convey complex ideas clearly.
• Experience in cross-functional teamwork and achieving targets.
• Proficiency in Microsoft Office, including pivot tables and statistical databases.

Desirable Skills

• Knowledge of sports betting markets and online gaming industry experience.
• Understanding of gambling regulations and compliance.

Core Values and Culture

Our culture is driven by values like adaptability, ownership, resilience, integrity, and innovation, essential for embedding our culture and driving success.

What You'll Get Back

We offer comprehensive benefits, learning opportunities, performance feedback, and an inclusive environment that values diversity and growth.

Additional Information

This role requires trust and honesty, with checks on credit, criminal record, and qualifications.

If you don't hear from us within 2 weeks, please consider your application unsuccessful.