Social Media Customer Experience Host

## Social Media Customer Experience Host Apply:
On site:
Cape Town:
Full time:
Posted Yesterday:
JR13695

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.
** Who we are
** We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

Betway is one of Africa's leading sports betting and gaming brands, operating across eight markets on the continent. In Africa, we power one of the most engaged sports-betting communities in the country — spanning football, rugby, cricket, tennis and beyond. Our social media presence is central to how we connect with fans, celebrate sport and drive brand love in a fast-moving, competitive market
** Who we’re looking for
** We're looking for passionate, customer-obsessed individuals who thrive in fast-paced digital environments and understand the power of every customer interaction.

As a
** Social Media Customer Experience Host,
** you'll be the voice of Betway and Jackpot City across our social platforms, helping customers navigate their queries while protecting and enhancing our brand reputation. Whether you're resolving a withdrawal query, responding to a customer complaint, moderating a conversation, or identifying emerging sentiment trends, you'll play a critical role in shaping how customers experience our brands online.
** Why we need you
** Our customers engage with Betway and Jackpot City around the clock, and social media is often their first point of contact. We need someone who can deliver exceptional customer support, moderate conversations, and manage brand sentiment across our social channels. Your ability to resolve issues, build trust, and protect our reputation will help create positive customer experiences and strengthen our brands every day.
** What you’ll do
** In this role, you will:
* Respond to customer queries, complaints, comments, and direct messages across Facebook, Instagram, X, and selected third-party platforms such as Trust Pilot, Reddit and other review sites.
* Assist customers with service-related enquiries, including deposits, withdrawals, account access, verification, CRM, promotional, and technical issues.
* Manage and resolve customer cases using Genesys and internal support systems.
* Escalate complex issues to the appropriate teams and ensure timely resolution.
* Monitor, moderate, and engage in online conversations to maintain a positive community environment.
* Login daily to track and analyse customer sentiment, identifying trends, risks, and opportunities that may impact the Betway and Jackpot City brands.
* Respond to brand mentions and reviews across owned and third-party channels, including Trustpilot, Reddit, and App Store Reviews.
* Collaborate with the social media marketing teams to improve the customer experience and provide valuable customer insights.
* Ensure all customer interactions are accurate, professional, compliant, and aligned to the brand's tone of voice.

This list covers your core responsibilities – with the expectation that you assist the greater service host centre should this be required.
** What you’ll bring
** We're looking for someone who is customer-focused, digitally savvy, and passionate about creating positive experiences through every interaction. You'll bring:
* 2-4 years' experience in customer service, social customer care, community management, or a contact centre environment.
* Diploma or Degree in Communications, Public Relations, Marketing, Journalism, Digital Media, Customer Experience, or a related field is Advantageous.
* Excellent written communication skills with the ability to adapt your tone to different situations and audiences.
* A strong understanding of social media…