Customer Support Agent

Yesplay; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading online betting platform in Cape Town seeks a full-time Customer Support Representative. The role involves delivering high-quality customer service across various channels, ensuring compliance with company policies, and meeting performance targets. Candidates should have a high school diploma, be fluent in English, and possess strong communication and problem-solving skills. This position offers a dynamic work environment with rotational shifts.

Benefits

Transportation provided for night-shift agents

Overtime compensation at 1.5× ordinary rate

KPI performance bonus at 30% post-probation

Qualifications

• 1-2 years of customer support experience in any industry.
• Typing speed of at least 25 words per minute.
• Familiarity with gaming regulations and compliance.

Responsibilities

• Meet KPI/SLA targets (CSAT, average handling time, public replies per hour/day).
• Provide professional customer service via various channels.
• Keep customers informed of their request status.
• Prepare well-formulated written responses to inquiries.

Skills

Fluent English (spoken and written)

Excellent communication skills

Strong problem-solving abilities

Attention to detail

Ability to work in fast-paced environment

Education

High school diploma

Tools

Zendesk or Freshdesk

Job description

Company Overview

YesPlay is an online betting operator licensed by the Western Cape Gambling and Racing Board. Since joining the bookmakers’ playing field, we have become one of South Africa’s leading and most trusted betting platforms, offering a variety of games such as slots, lucky numbers, sports betting, and live casino games from developers including Habanero, BetGames, Evolution Gaming, Ezugi, and Pragmatic Play.

Position

Full‑time Customer Support Representative – On‑site at 80 Strand Street, Cape Town.

Salary & Benefits

• Probation: R
• Post Probation: R + 30% KPI performance bonus.
• Start date: Immediately (1‑2 week notice required if currently employed).
• Benefits: Transportation provided for night‑shift agents traveling from Milnerton, Mitchells Plain, Nyanga, Khayelitsha, Mfuleni, Phillipi, Deft, Woodstock, and Montana.
• Compensation for overtime: 1.5× ordinary hourly rate.
• Compensation for working on a Sunday: 1.5× ordinary hourly rate.
• Compensation for working on a public holiday: 2× ordinary hourly rate.
• Compensation for night shift: 15% of ordinary hourly rate.

Working Hours

Rotational morning and evening shifts between 7 am and 7 am the following morning, Monday to Sunday and public holidays. Shifts include a 30 min lunch break plus two 15‑minute tea breaks.

Duties and Responsibilities

• Meet KPI/SLA targets (CSAT, average handling time, public replies per hour/day).
• Provide professional and efficient customer service via email, live chat, telephone, social media, and review platforms.
• Respond to customer reviews, queries, and complaints in a timely, on‑brand manner.
• Keep customers informed of the status of their requests.
• Prepare well‑formulated written responses to inquiries.
• Ensure all responses comply with internal customer care and fraud policies, as well as applicable laws and regulations.
• Escalate queries to relevant departments when necessary.
• Study and review YesPlay’s training and support manuals regularly.
• Stay informed about the products offered by YesPlay.

Essential Requirements

• High school diploma.
• At least 1–2 years of customer support experience (any industry).
• Fluent English (spoken and written).
• Typing speed of at least 25 words per minute.
• Excellent communication skills and strong problem‑solving abilities.
• Attention to detail and accurate record‑keeping.
• Ability to work effectively in a fast‑paced, dynamic environment.

Desirable Criteria

• Diploma or degree.
• Experience supporting customers via live chat or email.
• Fluency in any of South Africa’s 11 official languages.
• Knowledge of responsible gaming practices and commitment to promoting responsible gambling.
• Familiarity with gaming regulations and compliance.
• Proficiency with customer support software such as Zendesk or Freshdesk.

Key Competencies

• Communication Skills
• Critical Thinking
• Innovation
• Customer Orientation
• Decision‑Making

Why Join Us

We are a collaborative dream‑team committed to excellent customer service. If you are ready to say YES to opportunity and help us make the impossible possible, we invite you to join us.