Job Description

Customer Service Agent:
In this role, you will be the first point of contact for our customers, ensuring they receive exceptional support across multiple communication channels including live chat, telephone, WhatsApp, social media, and email. You will handle a wide range of inquiries related to sports betting, casino games, account management, and payments, ensuring that every customer interaction is handled with professionalism and efficiency.
Key Responsibilities:

• Customer Support Across Channels: Respond to customer inquiries, complaints, and technical issues via multiple communication channels: Live Chat, Telephone, WhatsApp, Social Media (e.g., Facebook, Twitter, Instagram), and Email.
• Problem Resolution: Troubleshoot and resolve issues related to online betting accounts, game functionality, promotions, withdrawals, and deposits. Ensure quick and efficient resolution of customer concerns.
• Product Knowledge: Provide clear, accurate information on sports betting options, casino game rules, promotions, bonuses, and payment methods across all platforms.
• Account Management: Assist with account verification, password resets, and managing account settings across all customer service channels.
• Compliance: Ensure all customer interactions comply with industry regulations, including FICA and KYC requirements.
• Follow-up: Proactively follow up with customers to ensure that their issues are fully resolved and they are satisfied with the solution.
• Collaboration: Collaborate with internal teams (e.g., payments, technical support, marketing) to resolve complex issues or escalated inquiries.
• Feedback: Provide insights and suggestions to management based on customer feedback to improve the overall user experience and optimize service processes.
• Performance Metrics: Meet or exceed KPIs related to customer satisfaction, response times, issue resolution, and case handling across all communication channels.
• Promotion Support: Help customers understand and redeem promotions, bonus offers, and loyalty programs available on the site.

Key Competencies:

• Customer Focus: Prioritizes customer satisfaction and consistently delivers high-quality support across all channels.
• Communication: Clear, professional communication across different channels, adapting tone and style as needed.
• Adaptability: Flexible and able to handle different types of customer requests while maintaining a calm and helpful demeanour.
• Teamwork: Collaborates well with team members and other departments to resolve complex issues and achieve company objectives.
• Regulatory Awareness: Knowledge of gambling regulations and compliance requirements such as KYC, FICA, and responsible gaming.

1. Communication Skills

• Excellent written and verbal communication
• Ability to adapt tone across platforms (e.g., social media vs. email)
• Active listening and clear articulation

2. Multichannel Customer Support Proficiency
Experience handling queries via:

• Live chat
• Telephone
• WhatsApp
• Social media (e.g., Facebook, Twitter, Instagram)
• Email

3. Problem-Solving Skills

• Strong troubleshooting and issue-resolution ability
• Quick thinking and ability to resolve customer issues efficiently

4. Product & Industry Knowledge
Solid understanding of:

• Sports betting and casino games
• Promotions, bonuses, and loyalty programs
• Account management processes
• Familiarity with betting platforms and payment systems

5. Technical Proficiency
Comfort using CRM and customer support tools
Ability to navigate backend systems for account lookups and updates
6. Regulatory Compliance Knowledge
Understanding of and adherence to:
KYC (Know Your Customer) * FICA (Financial Intelligence Centre Act)

• Responsible gambling practices

7. Customer-Centric Mindset

• Demonstrates empathy and patience
• Focused on providing a positive customer experience

8. Organizational & Time Management Skills

• Able to handle multiple chats, calls, or emails simultaneously
• Manages workload efficiently to meet KPIs and SLAs

9. Team Collaboration

• Willing to escalate and liaise with relevant departments
• Shares feedback and contributes to continuous service improvement

10. Flexibility and Adaptability

• Comfortable working in a fast-paced, shift-based environment
• Able to manage varied customer profiles and issues calmly
• Able to give world class customer care service to all clients
• Manage large amounts of incoming calls