Contact Centre Agent

About Osiris Trading (Super Group)

Join the cutting edge of the online gaming and iGaming industry. Osiris Trading, part of the NYSE-listed Super Group, is a dynamic, fast-growing company specializing in digital marketing, customer service, and technology for some of the world’s leading Sports and iGaming brands. Since our start in 1999, we have grown into a diverse community of over 300 talented individuals committed to delivering extraordinary customer experiences.

We are seeking a passionate, driven, and resilient individual to join our Contact Centre team and support the delivery of high-quality service, helping us stay ahead in a competitive market.

Key Responsibilities

As a Contact Centre Agent, you will be crucial in building and maintaining strong player relationships by:

• World-Class Service: Providing exceptional service to all players across all communication channels.
• Multichannel Support: Managing and responding to all incoming player queries via calls, live chat, e-mail, and WhatsApp.
• Issue Resolution: Striving for first-contact resolution (FCR) on all customer queries.
• Efficiency: Ensuring all communications are dealt with in the required timeframe and to the expected quality standard.
• Compliance & Retention: Adhering strictly to company policies and procedures to ensure player retention and recording all communication accurately.
• Outbound Tasks: Completing assigned outbound tasks within the required time frame.
• Collaboration & Escalation: Liaising with Senior Agents/Floor Managers for player-related issues and correctly escalating complex queries to other departments.
• Continuous Improvement: Monitoring internal systems, offering insights and suggestions to the Floor Manager based on player experience, and performing competitor analysis to proactively improve services.
• Self-Development: Taking ownership of self-improvement by requesting upskilling and training when needed.

Essential Skills & Qualifications

Requirements:

• Minimum of 2 years’ experience in a Customer Service or Contact Centre role.
• A Diploma or Degree is essential.
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly.
• 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.
• Experience working collaboratively in cross-functional teams to achieve shared goals.
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope.

Desirable Skills (Highly Advantageous):

• Industry Knowledge: Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations.
• Sports Betting Expertise: In-depth knowledge of sports betting markets, including odds calculation, betting types, and market trends.
• Compliance: Familiarity with gambling regulations and compliance requirements in various jurisdictions.
• Retention Strategy: Experience in developing and executing customer retention strategies.
• Technical Proficiency: High computer literacy, proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint), and the ability to use pivot tables and statistical functions (advanced database work).

Culture & Benefits

Our Non-Negotiable Values are the foundation of our culture, centered around core competencies: Adaptability, Ownership and Accountability, Initiating Action, Resilience, Team Orientation, Integrity, and Innovation.

What We Offer:

• Professional Development: Comprehensive learning and development programmes to expand your skills and advance your career (Supergrowth).
• Performance Management: An innovative performance tool that ensures regular, constructive feedback to help you reach your full potential.
• Employee Assistance Programme offering a variety of benefits for you and your family.
• Inclusivity: Be part of the Super Group’s diverse environment, spanning 16 countries and 85 nationalities, where growth is supported, and contributions are valued.

Note: This position requires trust and honesty, necessitating a credit and criminal record check. The qualifications identified are an inherent job requirement, and verification checks will be conducted.