Contact Centre Agent (Graduate)

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

About our company

Work is play :) We make games, and we're passionate about it. We're a dev house which specializes in advanced, cutting edge online fun, a sentiment that is echoed in our environment and company culture. At Raging River's core is a lattice of skilled and passionate game developers who can tackle the surge of projects and ideas that flow in and out of our doors. The entertainment we provide is on a global scale, necessitating the latest technologies and international standards.

About our role

An exciting opportunity exists to be part of a vibrant, dynamic and growing business. Raging River has an exciting opportunity for a Contact Centre Agent.

What you'll be working on

Providing world-class service to all of our players
Responding to all incoming player queries, via calls. Other mediums might be required depending on operational requirements
Strive for ‘first-contact-resolution’ on all customer queries
Ensuring that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
Ensuring that any and all communication with our players is of the required standard and expected quality
Follow company policies and procedures to ensure the retention of all players
Completing assigned outbound tasks within the required time frame
Liaising with the Team Leader/Manager to hand over player related issues
Monitoring internal systems and informing the Team Leader on duty if these are not operating, or responding, correctly
Enhancing/improving player/customer experience and relationships
Keeping their finger on the pulse of player experience and communication, liaising with Team Leader/Managers offering insights and improvements that can be implemented based on player experience
Performing consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players
Continued self-improvement through ensuring up skilling and training is requested when the need arises
Correctly escalating queries to other departments (should the need arise)
Follow company policies and procedures when recording all communication with our players

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

What you need

Completed BCom Degree
Must have a passion and good knowledge of sports, sports betting and betting markets
A clear voice and excellent telephonic and written communication skills
Intermediate computer proficiency (specifically MS Office and internet applications)
Strong attention to detail and distinct ability to identify and solve problems
The ability to swiftly adapt to changes in workplace and industry
A strong work ethic and sense of responsibility
Target and quality driven nature
Ability to multi-task and work well under pressure
Solution oriented – self-starter with a can-do attitude
Responsible individual with good timekeeping

Must be willing to work shifts. The Call Centre is a 24-hour operation and agents work on a rotational shift basis. Must be flexible on overtime (should it be required)
Must have own (reliable) transport

This position requires trust and honesty as 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!

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Contact Centre Agent (Graduate)