Fan Experience

Reporting to: Fan Experience Team Lead

Department: Fan Experience/Customer Service

Education: Degree, Diploma or equivalent

Years of Experience: 2 years

About Us:

Based in Cape Town, we're a bold, fast-paced team in the igaming space - creating digital experiences that are slick, smart and seriously fun. We're building a team that's as forward-thinking and ambitious as our goals. We value excellence, agility and ownership - and we're creating an environment where smart ideas thrive, great work is recognised and collaboration drives us forward.

Job Description:

Being the leaders of online gaming entertainment, our English customer service team comprises specialist hosts who understand the customers' needs in the industry. Our primary focus is to exceed the customers experience and to execute everything possible to provide them with the best experience. Our customers need to experience professional, friendly and knowledgeable service.

Responsibilities:

• Excellent time management and adherence to schedule.
• Providing "the private banking experience" by responding to queries by telephone, email and online chats.
• This entails delivering a highly personalised, professional, and solutions-focused level of service that mirrors the care and attention expected in a private banking environment.

Agents are expected to:

• Demonstrate exceptional product knowledge and attention to detail in every interaction.
• Build trust and rapport by addressing clients by name, actively listening, and anticipating needs rather than simply reacting to questions.
• Communicate with confidence, discretion, and empathy, ensuring clients feel valued and prioritised.
• Provide swift, accurate, and proactive resolutions, taking ownership of the client's request from start to finish.
• Maintain a polished and professional tone across all communication channels, ensuring a consistent premium experience.
• Follow through on commitments and deliver service that exceeds standard expectations — focusing on quality, not just speed or volume.
• Processing and resolving of incoming and outgoing contacts.
• Completion of tasks assigned during shift.
• Handling and taking full responsibility for customer related queries.
• Answer questions about betting products and promotions, and guide users through site features (e.g. how to place a bet or use casino games).
• Log issues and escalate complex problems (e.g. payment disputes, suspected fraud) to senior staff or technical teams.
• Update support documentation and ensure follow-up so customers are kept informed of their query status.
• Continuously seek opportunities to improve customer service processes and enhance the customer experience.
• Proactively identify and resolve customer issues, demonstrating strong problem-solving skills and a proactive approach.
• Follow all company policies and compliance procedures.
• Maintain a deep understanding of our sports betting platform, products and services.

Essential Criteria:

• Degree, Diploma or equivalent.
• Willing to work in a shifted environment.
• Own reliable transport.
• At least 2 years of call centre or customer-facing experience, preferably in gaming or online services.
• Proficiency with computers and internet applications.
• Knowledge of online betting platforms, casino games or regulated gambling standards is a plus.
• Excellent interpersonal and English communication skills (both verbal and written).
• Key traits include patience, strong problem-solving ability, attention to detail, and the ability to work under pressure.
• A passion for delivering outstanding customer service and exceeding expectations.
• Ability to thrive in a fast-paced, dynamic environment.

Sportingbet SA is committed to transformation and as such employment consideration will be in accordance with the Employment Equity Act requirements. Only candidates meeting the minimum requirements will be contacted.

Job Types: Full-time, Permanent

Work Location: In person