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Customer Support Agent

2 weeks ago

Cape Town, Western Cape, South Africa Initiate International Full time

Our client is a licensed iGaming and sports betting operator with an established presence in South Africa, operating a fully regulated online sportsbook and casino platform. With a strong focus on player protection, regulatory compliance, and service excellence, they are continuing to build out their customer support function in Cape Town.

They are seeking a Customer Support Agent who understands that in a regulated betting environment, customer service is not just about answering queries — it is about accuracy, fairness, compliance, and protecting the integrity of the business.

This role sits on the frontline of player interaction and plays a critical part in meeting the requirements of the Western Cape Gambling and Racing Board (WCGRB), as well as the operators Internal Control Procedures, Responsible Gambling obligations, and AML/KYC standards.

The Role

The Customer Support Agent is responsible for delivering professional, compliant, and customer-focused support to players using the online sportsbook and casino platform. The role requires consistent adherence to regulatory requirements while ensuring a positive and fair customer experience across all support channels.

Key Responsibilities Customer Support & Service Delivery
  • Provide prompt, accurate, and professional support via:
    • Live chat
    • Email
    • Telephone
    • Messaging platforms
  • Assist customers with:
    • Account registration and verification
    • Deposits, withdrawals, and payment-related queries
    • Sports betting markets, odds, and bet settlement
    • Casino games, gameplay rules, and basic technical queries
    • Promotions, bonuses, and wagering requirements
  • Resolve customer complaints and escalations in line with approved internal procedures
  • Maintain high service standards, response times, and customer satisfaction levels
Regulatory, Compliance & Responsible Gambling
  • Operate strictly in accordance with:
    • WCGRB licence conditions
    • Approved Internal Control Procedures (ICPs)
    • Company policies and procedures
  • Apply Responsible Gambling principles at all times, including:
    • Identifying indicators of problem gambling
    • Assisting customers with limits, self-exclusions, and cooling-off requests
    • Escalating concerns to the Responsible Gambling Officer
  • Support AML and KYC processes by:
    • Assisting with verification-related queries
    • Identifying and escalating suspicious or unusual activity
    • Ensuring no account assistance is provided before required verification is completed
  • Maintain confidentiality and protect customer data in line with POPIA requirements
Platform & Technical Support
  • Log and escalate platform, payment, odds feed, or game-related issues to relevant internal or third-party teams
  • Perform basic troubleshooting for customer-side technical issues
  • Communicate system outages, incidents, or delays clearly and professionally to customers
Record Keeping & Reporting
  • Accurately record all customer interactions within the CRM or support system
  • Document complaints, disputes, and escalations for audit and regulatory review
  • Support internal reporting requirements for compliance, disputes, and operational reviews
Minimum Requirements Qualifications & Experience
  • Matric (Grade 12) – essential
  • 1–3 years experience in online sportsbook, casino, or iGaming support
  • Experience working in a regulated environment is advantageous
Skills & Competencies
  • Excellent verbal and written communication skills
  • Strong customer service and problem-solving ability
  • High attention to detail and accuracy
  • Ability to work under pressure and manage multiple queries simultaneously
  • Basic understanding of sports betting markets and casino games (training provided)
  • Strong computer literacy and ability to learn betting platforms quickly
Compliance & Personal Attributes
  • High ethical standards and integrity
  • Strong understanding of confidentiality and regulatory compliance
  • Willingness to work shifts, weekends, and public holidays in a 24/7 betting environment
  • Calm, professional, and composed when dealing with dissatisfied or distressed customers
Key Performance Indicators (KPIs)
  • Customer satisfaction and quality scores
  • First-response and resolution times
  • Compliance with Responsible Gambling and AML/KYC procedures
  • Accuracy and consistency of information provided
  • Adherence to internal policies and WCGRB requirements

This role is well suited to a detail-driven, customer-focused professional who understands the importance of regulatory discipline in iGaming and takes pride in delivering service that stands up to scrutiny from both players and regulators.