Service Recovery Consultant (Secondment)

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.

Our journey at Betway Africa 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 Betway Africa, 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 Service Recovery Consultant, you'll play a critical role in protecting and enhancing the customer experience by managing complaints, service recovery cases, and customer escalations from investigation through to resolution. You will act as a customer advocate, working closely with internal stakeholders to identify root causes, provide fair and timely outcomes, and drive continuous improvement across the business. Through valuable insights and feedback, you'll contribute to enhancing business processes, reducing customer pain points, and ensuring we deliver exceptional customer experiences at every opportunity.

This is how you'll help us stay ahead of the game.

What you’ll be doing

As part of your role, your responsibilities will include: 

• Manage customer complaints, promoting a positive image of the company through telephonic and written interaction throughout the full complaints phase (accept, investigate, resolve and provide feedback) 

• Effectively handle and resolve all customer complaints received via all internal and third party platforms, including but not limited to: Call, chat, email, social media, HelloPeter, Regulatory entities and internal sources which is managed through our internal CRM/JIRA system 

• Address all high-level and general complaints in a professional manner inline with set standards to obtain resolution for clients who raise any expression of dissatisfaction with the product and/or services 

• Effectively communicate information, verbally and/or in writing in a clear and informative manner while taking appropriate ownership and accountability of customer issues and concerns 

• Building a professional rapport/relationship with shareholders to ensure a mutual understanding of customer concerns 

• Analyse, interpret, and communicate product, service, policy, procedure, and account-related information accurately, ensuring informed decision-making and a positive customer experience 

• Escalate all relevant information to respective parties/departments should further in-depth investigation be required, following proper escalation process to other departments should the need arise 

• Ensure complaints are answered in the expected timeframe in line with the requirements set and that follow up is made to ensure full resolution 

• Performs other assigned duties as requested that are in line with our customer service environment (Ad-Hoc communication) 

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

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• 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 

• 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 Betway Africa 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 19 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!

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!