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.