Customer Service

Dream Team Affiliates; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A dynamic iGaming company in Johannesburg is seeking a proactive Customer Service Agent. The ideal candidate will have at least 2 years of experience in a similar role, exhibit excellent communication skills, and thrive in a fast-paced environment. Responsibilities include providing world-class service to players, managing queries, and collaborating with teams to ensure high satisfaction levels. This position requires flexibility with shifts and a strong passion for customer service.

Qualifications

• At least 2 years of customer service experience, preferably in a call center.
• Strong organizational skills with a passion for customer service.
• Ability to work shifts, weekends, and holidays as required.

Responsibilities

• Deliver exceptional customer service across communication channels.
• Strive for immediate resolution of player queries.
• Collaborate with other departments to address player-related issues.

Skills

Excellent customer service

Fluent English

Team player

Adaptability

Tools

CRM software

Live chat platforms

Job description

At least 2 years of experience in a Customer Service Agent role

Ability and willingness to work shift work

Overview & Purpose

We are seeking a proactive, enthusiastic Customer Service Agent to join our dynamic team in the iGaming industry.

This individual will provide excellent customer support to ensure players have seamless gaming experience, answering queries, resolving issues, and maintaining high standards of service.

The ideal candidate has a passion for helping others, thrives in fast‑paced environments, and is excited to be part of a vibrant, customer‑centric team.

Key Responsibilities

• Provide World‑Class Service: Deliver exceptional customer service to players across agreed communication channels including email and live chat.
• First Contact Resolution: Strive for immediate resolution of all player queries and concerns, aiming for satisfaction on first contact.
• Handle Player Queries: Manage incoming player queries, ensuring responses are timely, professional, and aligned with company service standards.
• Monitor Player Satisfaction: Keep track of player engagement and satisfaction, ensuring their experience is continually enhanced by identifying improvements and making recommendations to the CS Manager and / or Team Lead.
• Internal Collaboration: Work closely with senior agents, managers, and other departments to resolve player‑related issues and elevate when necessary.
• Real‑time Systems: Awareness of internal systems and notify management of any potential issues, ensuring all systems run smoothly during each shift.
• Competitor Analysis: Conduct competitor analysis on customer service practices and propose improvements to maintain the company's competitive edge.
• Quality Assurance: Ensure all communications with players meet the highest quality standards and comply with company policies and procedures.
• Documentation and Reporting: Ensure all player interactions and feedback are accurately documented and reported in internal systems, following company protocols.

This job description is not intended to be an exhaustive list of responsibilities.

The job holder may be required to complete any other reasonable duties to achieve business objectives.

Experience within Customer Service

Flexibility: Ability to work shifts, weekends, and holidays as required, ensuring 24/7 support coverage.

Team player: Collaborative mindset, with experience working with cross‑functional teams (e.g., product, marketing, and compliance teams).

Fluent English – both written and spoken.

Qualifications

Proven planning and organisational skills.

Experience in customer service within a large volume call center environment, experience in gaming or a related industry is an advantage.

Strong passion for customer service and creating lasting relationships with players.

Ability to stay informed about industry trends and competitors.

Energetic, dynamic, and enthusiastic about providing excellent service.

Familiarity with CRM software, live chat platforms, and basic troubleshooting; experience with iGaming platforms is advantageous.

Person Specification

• The ideal candidate will be a self‑motivated energetic individual.
• Requires a target driven individual.
• Effective and well‑developed communication skills are a prerequisite for the role, both written and verbal.
• Innovation and ability to think "outside the box".
• Strong work ethic.
• Ability to thrive in a fast‑paced environment and value attention to detail.
• Candidates have a level of understanding people maintaining a positive, empathetic attitude toward players and team members.
• Change management: Ability to deal with high levels of change and continuing to stay motivated, focused and results driven.

FUN and high energy!

Reporting

Managerially Accountable to: Customer Service Manager and CS Team Leads.