Customer Service Agent – Online Gambling/Gaming

SUMMARY:

POSITION INFO:

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.

• 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

• Matric / Grade 12
• 1-2 years’ experience in a call center; (Customer Service)