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Western Cape: Customer Service Agent – Online Gambling/Gaming posted by Neo Brokers (Pty) Ltd

Western Cape: Customer Service Agent – Online Gambling/Gaming posted by Neo Brokers (Pty) Ltd

Company
Neo Brokers (Pty) Ltd

Location
Western Cape

Job Type
Office Automation

Job Description


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.
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  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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