Contact Centre Agent

About the Company

Super Group is a digitally focused gaming business listed on the NYSE. It operates well-known Sports and iGaming brands such as Betway and Jackpot City, and has built its reputation through years of industry experience. The organisation is committed to delivering an outstanding entertainment experience to customers.

Role Summary

This opportunity is ideal for a motivated, service-driven professional who wants to grow in a fast-moving online gaming environment. The role is based in Lusaka, Zambia, and offers the chance to work with a team that values initiative, learning and performance.

As a Contact Centre Agent, you will support customers across multiple communication channels, with a strong focus on resolving issues quickly and ensuring service quality stays consistently high. The aim is to handle queries effectively, preferably at the first point of contact, while helping strengthen customer relationships and retention.

Key Responsibilities

• Deliver a high standard of support to players and customers at all times.
• Handle incoming enquiries through phone calls, live chat, email and WhatsApp, as well as other contact channels where needed.
• Work toward resolving customer issues on the first interaction whenever possible.
• Manage the communications and workload received during each shift within the expected timeframes and service standards.
• Ensure every interaction with players is professional, accurate and of excellent quality.
• Adhere to company procedures and policies that support player retention.
• Complete assigned outbound tasks within the required deadline.
• Escalate player-related matters to Senior Agents or Floor Managers when necessary.
• Monitor internal systems and alert the Floor Manager on duty if any system is not functioning correctly.
• Contribute to improving customer experience and relationship quality.
• Share observations and recommendations with Senior Agents and Floor Managers based on customer experience trends.
• Carry out regular competitor service reviews and provide insights on ways to improve support delivery.
• Continue developing your own capabilities by requesting training or upskilling when needed.
• Record all customer communication accurately and in line with company procedures.

Requirements

• At least 2 years of experience in customer service or a contact centre environment.
• A Diploma or Degree is required.
• Strong written and verbal communication skills, including the ability to explain complex information clearly.
• Ability to work effectively with cross-functional teams toward shared objectives.
• Strong organisational ability and comfort managing several tasks or projects at once.
• Excellent attention to detail and a consistent focus on quality.
• Ability to adapt quickly in a changing, fast-paced setting.
• Analytical and critical thinking skills.
• Good communication and data interpretation ability.

Preferred Experience

• Knowledge of sports betting markets, including odds, bet types and market movements.
• Experience in the online gaming or casino sector.
• Understanding of gambling regulations and compliance expectations across different jurisdictions.
• Experience designing or supporting customer retention initiatives.

Values and Behavioural Competencies

• Adaptability.
• Accountability and ownership.
• Ability to take initiative.
• Resilience.
• Team orientation.
• Integrity.
• Innovation.

Benefits

• Access to learning and development programmes designed to support rapid career growth.
• Performance tools that provide meaningful feedback and development support.
• Employee Assistance Programme for employees and their families.
• Medical aid coverage.
• Group life cover, including life insurance and dread disease cover.

Selection and Verification

Applications may be assessed against the organisation’s talent management and talent development programme. Shortlisted candidates may also be required to complete an assessment.

Because the role involves access to customers’ financial information, credit and criminal record checks will be carried out. Since the stated qualifications are considered essential to the role, qualification verification will also be conducted. By submitting an application and the necessary details, you consent to these checks being completed confidentially and only for verification purposes.

If you do not receive a response within 2 weeks, your application should be considered unsuccessful.

Work Environment

The company describes its culture as fast-paced, supportive and growth-oriented, with a strong emphasis on honesty, fairness and real impact from day one.