We believe in hiring talented, hardworking and ambitious people from all over the world. In return, we ensure a supportive working environment, access to leading edge technologies and a commitment to social awareness and equity. Working in this unique and highly competitive industry means that we have to take risks and be innovative. The way we do this is...
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 Social Media Host, you’ll be supporting the delivery of high-quality service within the contact centre covering, but not limited to, engaging with our customers through Social Media Platforms, reviewing customer feedback via Feedback platforms such as Trustpilot and App Stores as well as being responsible for ensuring video content uploaded to the website is appropriate and in line with the Betway Brand Tone of voice.
- This will help us excel at providing world class service to stay ahead of the game.
What you’ll be doing
As part of your role, your responsibilities will include:
- Providing world-class customer service by responding to customer queries via our social media and feedback platforms
- Moderate videos posted by customers to ensure they adhere to the business quality assurance standards on the Betway Clips Platform
- Processing and resolving incoming and outgoing contacts in a multimedia environment
- Processing pertinent information into relevant databases
- Completion of tasks assigned during shift
- Customer relationship building and management as well as cross selling products and services
- Problem solving tasks during shift
- Handling and taking full responsibility for customer related queries
- Excellent time management and adherence to schedule
- Performing extra tasks given by managers / shift supervisors as required
- 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:
- Clear and concise verbal and written communication skills
- The ability to handle complex interactions clearly and effectively
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
- Exceptional attention to detail, ensuring high standards of quality in all interactions
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
- Matric with 2+ years of customer service experience, or a completed Degree/Diploma with no experience required
- Must be available to work 24/7 shifts
- Must have reliable transport
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
- Expertise in managing multiple customer contacts simultaneously.
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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 Real Time Analyst you’ll be supporting the delivery of a high-quality service within the contact centre, covering monitoring, analyzing and managing real-time contact centre performance to ensure optimal service levels and host efficiency. This will help us excel at providing super class customer service to stay ahead of the game.
What you’ll be doing
As part of your role, your responsibilities will include:
Real-Time Monitoring & Performance Management
- Monitor intraday contact centre performance (calls, chats, emails, etc.) in real time using Workforce Management (WFM) tools.
- Track key metrics such as adherence, occupancy, service levels, ASA (Average Speed of Answer), and queue volumes.
- Take immediate corrective actions such as reassigning Hosts, escalating issues, or recommending break/lunch adjustments to maintain service levels.
Communication & Coordination
- Serve as the primary point of contact for real-time updates and escalations during live operations.
- Coordinate with Team Managers to manage Host availability, shrinkage, and adherence.
- Communicate intraday changes, system outages, or critical incidents to stakeholders as needed.
Reporting & Analytics
- Provide real-time dashboards, status reports, and end-of-day performance summaries.
- Identify trends and patterns affecting service levels and provide recommendations for improvement.
- Support analysis of peak traffic periods, promotional campaigns, and product launches.
Tools & Systems Management
- Operate and optimize WFM systems (Genesys or similar platforms).
- Monitor and troubleshoot issues in telephony or chat routing systems in collaboration with IT teams.
- Assist with schedule adjustments and shift management as required.
- 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
- Minimum 2 years’ experience in a contact centre environment
- Experience with regulatory requirements and responsible gambling policies
- Proficient in Microsoft Excel and data visualisation/reporting tools
- Analytical and problem-solving skills
- Attention to detail and ability to multitask in high pressure environments
- This role requires rotating shifts, including evenings, weekends, and public holidays
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
- Experience in a real time analyst support function
go to method of application »
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 Customer Service Host, you’ll be supporting the delivery of high-quality service within the contact centre covering, but not limited to, engaging with our customers through live chats, calls and emails, assisting them with their queries and/complaints. This will help us excel at providing world class service to stay ahead of the game.
What you’ll be doing
As part of your role, your responsibilities will include:
- Providing world-class customer service by responding to customer queries by telephone, email, and online chats
- Processing and resolving incoming and outgoing contacts in a multimedia environment
- Processing pertinent information into relevant databases
- Completion of tasks assigned during shift
- Customer relationship building and management as well as cross selling products and services
- Problem solving tasks during shift
- Handling and taking full responsibility for customer related queries
- Excellent time management and adherence to schedule
- Performing extra tasks given by managers / shift supervisors as required
- 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:
- Clear and concise verbal and written communication skills
- The ability to handle complex interactions clearly and effectively
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
- Exceptional attention to detail, ensuring high standards of quality in all interactions
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
- Matric with 2+ years of customer service experience, or a completed Degree/Diploma with no experience required
- Must be available to work 24/7 shifts
- Must have reliable transport
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
- Expertise in managing multiple customer contacts simultaneously.
go to method of application »
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 main focus of the role is supporting our Anti Money Laundering activities, in particular to ensure we are able to identify and understand a customer’s source of wealth (SOW) and source of funds (SOF), and from that make a decision on their ongoing activity in line with regulations.
What you’ll be doing
As part of your role, your responsibilities will include:
Enhanced Due Diligence (Source of Wealth & Source of Funds) Reviews:
- Undertake EDD Reviews of customers using open-source material, information and/or documentation provided by the customer, as well as customer data contained within internal systems.
- Contact customers via phone call and email in line with the communications plan.
- Document everything in the task management system.
- Escalate customers who do not meet affordability and responsible gambling requirements.
- EDD Analyst to monitor and action Deposit Limit Review Requests, Transaction Monitoring and other triggers to determine whether EDD is required.
- Assist with other adhoc tasks if/ when required.
- Utilising Tableau, Power BI and other systems to assist in conducting your reviews and monitor performance.
- 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:
- Spanish first language – strong written and verbal communication skills
- Fluent in English; able to communicate effectively (read, write and speak fluently)
- Valid work/residence permit for Cape Town, South Africa
- Minimum of 12 months experience within AML environment
- Strong understanding of regulations, processes, policies and procedures
Desirable skills you’ve got up your sleeve
It would be great if you also have some of the following skills:
- Intermediate to advanced knowledge of Microsoft products
- Compliance & Responsible Gambling Knowledge
Method of Application
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