Customer Service Agent (Johannesburg)

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

Job summary

A prominent iGaming company is seeking a proactive Customer Service Agent to join their dynamic team in Johannesburg, South Africa. The ideal candidate will provide exceptional customer support, resolve player issues, and maintain high service standards. Experience in a fast-paced customer service environment is essential, along with fluency in English and the ability to work flexible shifts. This role offers a vibrant team environment and opportunities for personal growth.

Qualifications

• Experience in high-volume customer service environments.
• Ability to work flexible shifts, including weekends and holidays.
• Strong communication skills, both verbal and written.

Responsibilities

• Deliver exceptional customer support via email and live chat.
• Resolve player queries at the first point of contact.
• Track player satisfaction and engagement.

Skills

Customer Service Experience

Team Collaboration

Fluent English

Organizational Skills

Adaptability to Change

Tools

CRM Software

Live Chat Platforms

Job description

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.

Essential Criteria:

• 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.
• Proven planning and organisational skills.
• Experience in customer service within a large volume call centre environment, experience in gaming or a related industry is an advantage.

Desirable Criteria

• 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
• Excellent decision-making ability
• 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