Customer Service Agent

Sportpesapty, Ltd; Cape Town; On-site; ZAR 150 000 - 180 000; Full time

Job summary

A leading entertainment technology company in Cape Town is seeking a dedicated Customer Service Agent. In this role, you will be the first point of contact, providing top-tier support and solving customer queries. Ideal candidates will have 1-2 years of experience in a customer service setting, excellent communication skills, and the ability to thrive in a fast-paced environment. Join us to contribute to an engaging customer experience.

Qualifications

• 1-2 years' experience in a customer-facing role, preferably in an online or contact centre environment.
• Ability to navigate multiple systems simultaneously.
• Experience in online betting or iGaming is a plus.

Responsibilities

• Respond to customer inquiries via live chat, email, and other platforms.
• Troubleshoot and resolve customer issues related to account access.
• Log and categorize tickets in support systems for accuracy.

Skills

Excellent communication skills in English

Problem-solving mindset

Strong computer literacy

Customer-focused attitude

Ability to work flexible hours

Education

Matric or equivalent

Tertiary qualification (advantageous)

Tools

Connex One AI

Tableau

Facebook Manager

Job description

We're on the lookout for an exceptionally dedicated Customer Service Agent to join our mission to responsibly provide trusted technology and entertainment solutions to sports fans across emerging markets.

If you're passionate about people, solving problems, and making every interaction count — this is the role for you.

About Us

SportPesa is a growing, multi-award‑winning global technology and entertainment company founded in

• that focuses on sports and entertainment news.

Our platforms immediately update sport scores and, in certain markets, offer fully licensed, real money gaming services.

We are committed to responsibly delivering our game‑changing services and investing in the development of sports and local communities.

We use the power of sport to unify people everywhere : connecting customers with excitement, sports clubs with funding and society with opportunities.

Our drive, dedication and determination have enabled us to open our doors in Cape Town in

We've built a tight‑knit community of trailblazers and innovators and would love you to be a part of our quest to make every opportunity count.

Role

As a Customer Service Agent, you'll be the first point of contact between SportPesa and our users providing top‑tier service, solving queries with speed and empathy, and ensuring our customers always feel heard and supported.

In this dynamic, high‑paced role, you'll work in shifts (including weekends and public holidays) as part of a collaborative support team, interacting with users via digital platforms and liaising closely with other internal departments.

Responsibilities

• Responding to customer inquiries via live chat, email, and other platforms in a professional, timely, and accurate manner.
• Troubleshooting and resolving customer issues related to account access, transactions, and game navigation.
• Escalating complex cases to Tier 2 or technical teams where appropriate, ensuring clear handovers.
• Maintaining up‑to‑date knowledge of the platforms, promotions, and responsible gaming policies.
• Logging and categorising tickets in our support systems accurately for analysis and follow‑up.
• Upholding company values, customer care standards, and compliance at all times.

The Person

We are looking for someone customer‑obsessed, calm under pressure, and digitally sharp.

You love helping people, thrive in fast‑paced environments, and are energised by solving problems with a smile.

You're reliable, positive, and take pride in offering outstanding service — no matter the time of day.

Essential Skills

• Matric or equivalent (a tertiary qualification is advantageous).
• 1–2 years' experience in a customer‑facing role, preferably in an online or contact centre environment.
• Excellent communication skills in English (written and verbal); additional languages are a plus.
• Strong computer literacy and ability to navigate multiple systems simultaneously.
• Problem‑solving mindset, patience, and a high level of emotional intelligence.
• Ability to work flexible hours, including weekends and public holidays.

Preferred Qualifications

• Experience in online betting, iGaming, or financial services support.
• Familiarity with tools like Connex One AI, Tableau, Egathi, Facebook Manager and Customer Care panel.
• Knowledge of responsible gambling principles and / or AML practices.
• A passion for sports and an understanding of how customers interact with live betting or sports platforms.