Social Media Experience Host — Customer Champion

Betway Africa; Cape Town; On-site; ZAR 350,000 - 500,000; Full time

Job summary

Betway Africa is hiring a Social Media Customer Experience Host to act as the voice of Betway and Jackpot City on social platforms, resolving queries and moderating conversations to protect brand reputation. You will handle deposits, withdrawals, access, and verification issues, using Genesys and CRM tools.

The role requires 2–4 years in customer service and strong communication skills. You will monitor sentiment, identify trends, and collaborate with marketing teams to enhance customer

Qualifications

• 2–4 years' experience in customer service, social customer care, community management, or a contact centre environment.
• Excellent written communication skills with the ability to adapt tone to different audiences.
• Strong understanding of social media platforms, online communities, and digital customer engagement.

Responsibilities

• Respond to customer queries, complaints, comments, and direct messages across Facebook, Instagram, X, and selected third-party platforms.
• Assist customers with service-related enquiries, including deposits, withdrawals, account access, verification, CRM, promotional, and technical issues.
• Manage and resolve customer cases using Genesys and internal support systems.
• Escalate complex issues to the appropriate teams and ensure timely resolution.
• Monitor, moderate, and engage in online conversations to maintain a positive community environment.
• Login daily to track and analyse customer sentiment, identifying trends, risks, and opportunities that may impact the Betway and Jackpot City brands.
• Respond to brand mentions and reviews across owned and third-party channels, including Trustpilot, Reddit, and App Store Reviews.
• Collaborate with the social media marketing teams to improve the customer experience and provide valuable customer insights.
• Ensure all customer interactions are accurate, professional, compliant, and aligned to the brand's tone of voice.

Skills

Customer service

Social media

Communication

Community management

Education

Diploma or Degree in Communications/Marketing

Tools

Genesys

CRM systems

Job description

Betway Africa is hiring a Social Media Customer Experience Host to act as the voice of Betway and Jackpot City on social platforms, resolving queries and moderating conversations to protect brand reputation. You will handle deposits, withdrawals, access, and verification issues, using Genesys and CRM tools.

The role requires 2–4 years in customer service and strong communication skills. You will monitor sentiment, identify trends, and collaborate with marketing teams to enhance customer