Internal Relationship Manager

Who we areWe’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 forWe’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. 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 youWe’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 role of the Internal Relationship Manager is to assist the Senior Relationship Manager and Team Leads on shift in ensuring that priority service and administrative services are provided to our Premium Customers. What you’ll be doingAs our Internal Relationship Manager, you will be responsible for maintaining and enhancing long term relationships with our nominated high-end players with an objective of extracting maximum value and retention. The candidate will be responsible for maintaining, developing and increasing Premium retention, activity rates, and revenue through exceptional service deliver with the aim of first contact resolution. This will be achieved through providing client support, proactive outbound calling, roadshows and eventing when required, collection and updating of player information and acquisition of new Premium customers. The candidate may be required to travel locally from time to time. The candidate will need to possess strong client relationship skills. They will also be technically minded, and be familiar with CRM best practices. An inquiring mind is needed in order to be able to creatively solve challenges and propose new and fresh alternatives to existing processes.As part of your role, your responsibilities will include partnering with the Premium Customer team, but won’t be limited to, the following:Dedicated and prioritised Contact Centre service to all Premium Customers queries coming into any of the Contact Centre ChannelsSupport the Premium Hosts with any help they may require, which will include but is not limited to bonus calculations, comping of accounts, expediting withdrawals, prioritising deposit timeouts etcManage all HVC CRM Work item queries as well as Work Items received from other departments where required and ensure feedback is provided to all involved partiesAssist HVC Hosts, Managers and Team Leaders with overflow CRM Work Item queries to ensure overall CRM Work Items are handled within SLAAct as the end-to-end feedback loop to customers on any CRM Work Items where feedback is requiredAssist Team Leaders and Managers with any ad-hoc teams escalations and assistance they may require whilst on shiftMake contact with low HVC CSAT ratings and turn the customer service experienced into a positive experienceMake contact with Premium customers who abandoned in queue and assist with their queries accordinglyAssist with any overflow service recovery tasks that the Customer Service Team Leaders may require help withThis 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 objectivesEssential skills you’ll bring to the tableThe necessary skills that we require for this role include:A degree (BCom or equivalent) is preferred.Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectivelyExpertise in managing multiple projects simultaneously, with a track record of delivering on time and within scopeExceptional attention to detail, ensuring high standards of quality in all outputsAbility to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situationAbility to communicate across all levelsStrong project management skillsNumbers driven with strong analytical skillsExcellent interpersonal and negotiation skillsMust be deadline and target driven with good time managementAbility to work under pressure and adapt well to change Ability to understand and manage client expectationsTeam player who can work well under pressureExcellent computer literacy with high proficiency in excelConsistent high standard and quality of workGood time management skills and ability to effectively multi-task in a deadline-drive, high pressure environmentExtremely detail oriented and well organizedExcellent interpersonal and customer orientation skillsAbility to clearly and effectively communicateExceptional organisation skills, with the ability to manage multiple projects, prioritise effectively, and meet deadlines – all while doing so with strong attention to detail and focus on quality and excellenceBetway Premium is a 24-hour operation therefore must be willing to work on a rotational shift basis and flexible to work overtimeMust have own vehicle transportDesirable skills you’ve got up your sleeveIt would be great if you also have some of the following skills:Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint) Ability to use pivot tables and work with an advanced statistical database and statistical methods and functionsTeam player with self-starting capabilities who can work in groups or alone to drive resultsOur values are non-negotiablesOur 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:AdaptabilityOwnership and accountabilityInitiating actionResilienceTeam orientationIntegrityInnovationWhat you’ll get backWe 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 feelingAt 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!