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Cape Town City Centre: Customer Service Agent – Online Gambling/Gaming

Cape Town City Centre: Customer Service Agent – Online Gambling/Gaming

Posted on 2025-08-07 00:00:00

Employer Unspecified
Category Customer service / support
Location Cape Town Region  / Cape Town City Centre

Job Summary

Key Responsibilities 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 CRMs 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

View Job  Johannesburg: Fraud Analyst (Customer Experience)

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