Customer Service Agent (iGaming Industry)

Initiate International; Johannesburg; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading player in the iGaming industry is seeking a passionate Customer Service Agent in Johannesburg. Join a dynamic team dedicated to delivering exceptional customer experiences while interacting with players across various support channels. This role offers an exciting opportunity to thrive in a fast-paced, engaging environment where your contributions are valued.

Qualifications

• Proven experience in customer service, especially in high-volume call centers.
• Fluent in English, both written and spoken.
• Ability to work flexible shifts, including weekends.

Responsibilities

• Deliver world-class customer support across multiple channels.
• Handle player interactions professionally and efficiently.
• Maintain awareness of internal systems and document player interactions.

Skills

Attention to Detail

Customer Service

Communication

Problem Solving

Empathy

Teamwork

Adaptability

Tools

CRM Systems

Live chat platforms

Job description

Our client, a leading player in the iGaming industry, is looking for an enthusiastic, proactive Customer Service Agent to join their high-energy, customer-focused team.

This is an exciting opportunity to be part of a dynamic environment where providing outstanding service isn’t just a priority – it’s a passion.

The Role :

As a Customer Service Agent , you’ll be at the heart of delivering seamless gaming experiences for players. You’ll handle queries, resolve issues, and ensure every interaction leaves players feeling valued and supported. This role is ideal for someone who thrives in a fast-paced setting, is passionate about helping others, and enjoys working within a vibrant, growing team.

Your key job responsibilities as the Customer Service Agent (iGaming Industry) in Johannesburg, South Africa will include :

• Deliver world-class customer support across multiple channels including email and live chat.
• Strive for first-contact resolution on all player queries and concerns.
• Handle player interactions professionally, efficiently, and in alignment with company standards.
• Monitor player satisfaction and suggest improvements to continually enhance the player experience.
• Collaborate with internal teams to resolve complex queries and escalate issues where appropriate.
• Maintain awareness of internal systems, proactively reporting any potential issues.
• Conduct competitor analysis on customer service practices to help maintain a competitive edge.
• Ensure all player communications meet the highest quality standards.
• Accurately document and report player feedback and interactions in internal systems.

Requirements

Requirements for this Customer Service Agent (iGaming Industry) job in Johannesburg, South Africa :

• Proven experience in customer service (experience within a high-volume call center or iGaming environment is advantageous).
• Ability to work flexible shifts, including weekends and holidays to support 24 / 7 operations.
• Team-oriented with experience collaborating across departments such as product, marketing, and compliance.
• Fluent English – both written and spoken.
• Strong organizational and planning skills.
• Excellent communication and decision-making abilities.
• Ability to thrive in fast-paced, dynamic environments.
• Proactive, energetic, and solution-oriented.
• Familiarity with CRM systems, live chat platforms, and troubleshooting (iGaming platform experience is a plus).
• Innovative mindset with the ability to think creatively.
• Strong work ethic and high attention to detail.
• Positive, empathetic, and resilient attitude when dealing with both players and colleagues.
• Ability to adapt to ongoing change while staying focused and motivated.

Join a leading force in the fast-growing iGaming sector, where you’ll be part of a dynamic and supportive team, contributing to world-class player experiences. This is a space where your ideas, energy, and customer-focused mindset are genuinely valued.

Requirements

Attention to Detail, call center, CRM experience, CRM Systems, customer experience, Customer Service, customer-centric, customer-focused, email support, empathy, English communication, fast-paced environment, flexible shifts, gaming industry, iGaming, Johannesburg Jobs, Live chat support, Online Gaming, Player Satisfaction, player support, proactive, resilience, shift work, solution-oriented, South Africa Jobs, teamwork, Troubleshooting

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