Western Cape: Customer Service Agent – Online Gambling/Gaming posted by Neo Brokers (Pty) Ltd
Posted on 2025-08-31 00:00:00
| Employer | Neo Brokers (Pty) Ltd |
|---|---|
| Category | Office Automation |
| Location | Western Cape / Western Cape |
Job Summary
- Responsible for acting as a liaison between customers and the company, delivering exceptional customer support and experiences
- Assisting with complaints, errors, account queries, billing, cancelations, and other queries;
- Correctly escalate matters that are not able to be resolved or are identified as priority issues to the correct departments;
- Signing up new customers and activation of accounts;
- Communicating with customers and verifying account information;
- Accurate capturing of customer data;
- Quickly and professionally ascertain the customers problem or reason for calling;
- FICA verification;
- Assisting customers with the placement of bets, refunds, or cancellations;
- Follow up customer calls where necessary;
- Provide guidance to customers through the site and/or mobile phones and assist them in using the various services and products offered
- Drive brand loyalty through a personalised customer journey
- Accurate capturing of payment information and other pertinent information such as addresses and phone numbers;
- Logging of errors or problems on the website;
- Manage live chat, WhatsApp line, calls and emails with customers in a professional and polite manner;
- Deliver prepared scripts to welcome new customers and explain promotions and requirements of on-boarding process to customers
- Informing customers of deals and promotions;
- Close out or open call records;
- Liaise with other departments (e.g. risk, trading; finance) to ensure customer queries are resolved timeously
- Compile reports on customer satisfaction;
- Handle and keep up to date changes in policies or renewals;
- Manage customer deposits and customer payout requests;
- Escalate technical or complex issues to relevant departments.
- Document all interactions accurately using CRM tools.
- Monitor player behavior and report any suspicious or problem gambling activity.
- Maintain up-to-date knowledge of games, promotions, terms & conditions, and compliance rules.
Requirements:
- Excellent communication skills
- Fluent in English written and verbal.
- Bilingual/multilingual will be advantageous
- Strong customer service orientation
- High level of integrity and confidentiality
- Previous knowledge of online betting would be an advantage
- Ability to work shifts, including nights, weekends, and holidays
- Tech-savvy with good problem-solving skills
- Knowledge and interest in various sporting disciplines
- Applicant is required to live in Cape Town
- Familiarity with gambling regulations and responsible gaming principles is a plus
- Conflict resolutions skills
- Ability to multitask as the job entails having multiple tabs open at times
- Knowledgeable on sprots and casino as well as the distribution of bonuses both adding and removing, working on previous CRM’s that has these functionalities is a plus
Qualifications
- Matric / Grade 12
- 1-2 years’ experience in a call center; (Customer Service)
Location: Century City
Department: Customer Service
Reports To: You will report to the Customer Support Team lead and Operations Manager
Job Type: Full-Time – rotational shifts
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