Customer Support Agent

betr Entertainment Aus Pty Ltd; Melbourne; On-site; AUD 48,000 - 60,000; Full time

Benefits offered by this job

5 weeks annual leave

Monthly RDO

Thorough training

Job summary

betr Entertainment Aus Pty Ltd in Melbourne is building a new Customer Support team and seeks enthusiastic, customer-focused people to shape it. You will support customers across chat, email and phone, handling queries and guiding them through betting processes.

This entry-level role offers thorough training, a supportive team, and room to grow within a fast-paced, regulated industry. Internal applicants are welcome.

Qualifications

• A genuine passion for customer service and for making each interaction a positive one.
• A calm, proactive approach to solving problems quickly and accurately under pressure.
• Integrity and good judgement.
• Knowledge of the wagering industry, or a willingness to learn. Previous customer service experience is a plus but not essential.
• Flexibility to work a shift roster.
• A dynamic work environment with a supportive team.
• Training and the opportunity to grow your skills across the business.
• Weekend lunches and dinners provided.
• 5 weeks annual leave and a monthly RDO.

Responsibilities

• Deliver exceptional customer support: respond to customers by chat, email and phone with professionalism, empathy and a friendly attitude.
• Resolve account issues: handle queries about account access, balances and initial payment questions, escalating to our specialist teams when needed.
• Explain betting processes: help customers understand how betting works and troubleshoot any issues they encounter.
• Promote responsible gambling: guide customers on safe betting practices and recognise and act on signs of harm.
• Meet our regulatory obligations: follow our responsible gambling, KYC, AML/CTF and fraud procedures on every shift and keep accurate records.
• Be the voice of betr: represent our brand with enthusiasm so every customer feels valued.
• Share customer insights: help shape our support strategies, products and responsible gambling initiatives.
• Log customer feedback: record feedback, complaints and suggestions so we can spot trends and improve our service.

Skills

Customer service passion

Calm under pressure

Integrity

Wagering knowledge willingness

Shift flexibility

Team player

Job description

betr Entertainment Aus Pty Ltd - Melbourne VIC

betr is a dynamic Australian sports wagering company on a mission to revolutionise the betting experience. With a focus on modern technology and customer experience, we offer a vibrant workplace for people who love sport and take pride in doing the job properly.

About the role

We're building a new Customer Support team in our Melbourne office and looking for enthusiastic, customer-focused people to help shape it. You'll be at the heart of our operations, giving customers outstanding support and a seamless betting experience across chat, email and phone. This is an entry-level role, so no previous wagering or contact centre experience is required. It's a fast-paced role in a regulated industry, so you'll enjoy it if you thrive on a busy shift, hold yourself to a high standard and take compliance seriously. In return, you'll get thorough training, a supportive team and room to grow.

Key responsibilities

• Deliver exceptional customer support: respond to customers by chat, email and phone with professionalism, empathy and a friendly attitude.
• Resolve account issues: handle queries about account access, balances and initial payment questions, escalating to our specialist teams when needed.
• Explain betting processes: help customers understand how betting works and troubleshoot any issues they encounter.
• Promote responsible gambling: guide customers on safe betting practices and recognise and act on signs of harm.
• Meet our regulatory obligations: follow our responsible gambling, KYC, AML/CTF and fraud procedures on every shift and keep accurate records.
• Be the voice of betr: represent our brand with enthusiasm so every customer feels valued.
• Share customer insights: help shape our support strategies, products and responsible gambling initiatives.
• Log customer feedback: record feedback, complaints and suggestions so we can spot trends and improve our service.

About you

• A genuine passion for customer service and for making each interaction a positive one.
• A calm, proactive approach to solving problems quickly and accurately under pressure.
• Integrity and good judgement.
• Knowledge of the wagering industry, or a willingness to learn. Previous customer service experience is a plus but not essential.
• Flexibility to work a shift roster.
• A dynamic work environment with a supportive team.
• Training and the opportunity to grow your skills across the business.
• Weekend lunches and dinners provided.
• 5 weeks annual leave and a monthly RDO.

If you're ready to make a difference and help shape the future of customer support in the betting industry, we'd love to hear from you. Internal applicants are welcome.