Customer Support Agent

Vhrs; Wes-Kaap; On-site; ZAR 20 000 - 40 000; Full time

Job summary

Een vooruitstrevend bedrijf in de snelgroeiende gokindustrie zoekt een klantgerichte Customer Support Agent. In deze rol ben je de schakel tussen klanten en het bedrijf, waarbij je vragen beantwoordt en problemen oplost. Je hebt een passie voor klantenservice en bij voorkeur enige kennis van sportweddenschappen. Dit is een unieke kans om bij te dragen aan een dynamische onderneming die diversiteit waardeert en gelijke kansen biedt. Sluit je aan bij ons team en help ons om een uitstekende klantervaring te bieden!

Qualifications

• Minimaal 1 jaar ervaring in klantenservice binnen de wed- of gamingsector.
• Uitstekende communicatieve vaardigheden, zowel schriftelijk als mondeling.

Responsibilities

• Beantwoord klantvragen via chat, e-mail, telefoon of sociale media.
• Los klantproblemen op met betrekking tot accounts en technische moeilijkheden.

Skills

Klantgerichtheid

Communicatievaardigheden

Probleemoplossend vermogen

Multitasking

Technische vaardigheden

Kennis van wedprocessen

Tools

CRM-tools

Job description

The Company: BetJets

Role Name: Customer Support Agent

Location: Claremont, Cape Town

Role specifics: Permanent position - subject to probation period

Role summary

We are seeking a proactive and customer-focused Customer Support Agent to join our team in the fast-paced betting industry. As a key point of contact between our customers and the business, you will handle inquiries, resolve issues, and provide an excellent customer experience. The ideal candidate will have a passion for customer service, attention to detail, and ideally, some knowledge of sports betting, online gaming, or the gambling sector.

Requirements

• Experience: 1+ years of experience in customer support, in the betting, gaming, or online entertainment industry.
• Communication Skills: Excellent verbal and written communication skills.
• Problem-Solving: Strong troubleshooting abilities with a customer-first mindset.
• Multitasking: Ability to manage multiple chats, calls, or tickets simultaneously.
• Tech Savvy: Familiarity with CRM tools and online platforms.
• Knowledge of Betting/Gaming: Understanding of betting processes, odds, sports events, and responsible gambling (preferred but not mandatory).
• Flexibility: Willingness to work shifts, weekends, and public holidays.
• Languages: Fluency in English and 1 additional official language.

Key Responsibilities

• Customer Assistance: Respond promptly to customer inquiries via live chat, email, phone, or social media.
• Issue Resolution: Address customer complaints and queries related to account issues, deposits, withdrawals, bets, and technical difficulties.
• Product Knowledge: Stay updated on the platform's services, promotions, and products to assist customers effectively.
• Account Support: Assist customers with registration, login issues, and account verification processes.
• Compliance: Ensure customer interactions follow legal and regulatory guidelines, including age verification and responsible gambling protocols.
• Escalation: Identify and escalate complex issues to the relevant teams when necessary.
• Performance Tracking: Log and document interactions in the system, providing detailed reports on customer issues and resolutions.
• Customer Feedback: Collect and relay customer feedback to improve services, identify trends, and prevent recurring issues.
• Social Media: Customer service experience on all social platforms (Twitter, Instagram, Facebook)

We offer a competitive salary and the opportunity to play a pivotal role in a growing venture within the sports betting industry. We are an equal opportunity employer and value diversity. All employment decisions are made based on qualifications, merit, and business needs.