Customer Support Agent.

Company Description

Customer Support Agent
Cape Town, South Africa – On-site

About Us
We are a leading i-Gaming and Sportsbook operator based in Cape Town. Our mission is to deliver a world-class betting experience by combining professional, friendly service with a state-of-the-art platform.

Our team is dynamic, experienced, and passionate about what we do. If you thrive in a fast-paced environment, enjoy problem-solving, and want to be part of a motivated team, this could be your next big opportunity.

Job Description

Requirements (The Essentials)

• Matric / Grade 12 (essential).
• Degree or relevant tertiary studies (advantageous).
• Minimum 2 years of experience in a customer support or similar customer-facing role.
• Excellent written and verbal communication skills.
• Strong problem-solving skills with a customer-first approach.
• Ability to multitask in a fast-paced environment.
• Computer literate (Microsoft Office proficiency required).
• Willingness to work shifts, evenings, weekends, and public holidays.
• Attention to detail and accuracy in documentation.
• Positive, resilient, and adaptable team player.

Nice to Have (Desirable Skills)

• Knowledge of online betting and sporting disciplines.
• Experience with Zendesk or similar CRM/ticketing systems.
• Basic technical understanding of software, web platforms, or devices.

Qualifications

• The Role

  As a Customer Support Agent, you’ll be the first point of contact for our players, delivering exceptional service through various channels. Whether helping with account queries, troubleshooting technical issues, or guiding customers through our platform, your role is all about creating an outstanding experience. You’ll work closely with colleagues and other departments to ensure we maintain the highest service standards.

  Key Responsibilities

• Respond promptly and professionally to customer queries via phone, email, chat, and other channels.
• Provide accurate, policy-aligned information on our products and services.
• Assist with troubleshooting technical issues and guide customers through solutions.
• Maintain clear, detailed records of all customer interactions.
• Escalate unresolved or complex issues to relevant teams.
• Follow company procedures for handling queries, complaints, and escalations.
• Collaborate with cross-functional teams (Technical Support, Risk, Payments, Product) to resolve issues.
• Stay updated on product changes, promotions, and industry trends.
• Provide feedback to improve products, processes, and the overall customer experience.
• Foster positive customer relationships to support retention.
• Meet or exceed KPIs and SLAs for response time, resolution time, and satisfaction ratings.
• Continuously improve skills through training and self-development

Additional Information

What We Offer

• Competitive salary packages.
• A collaborative, high-energy work environment.
• The opportunity to work with cutting-edge technology in the online gaming space.
• The promise that you’ll never be bored—if you’re up for the challenge, you’ll help us build something great.

The customer support culture is one of respect, appreciation, collaboration and responsiveness.

We strive to treat all customers with the utmost respect and provide them with helpful knowledge and advice.

We also value collaboration and always seek input from both customers and colleagues to ensure the best possible service.

Finally, we are committed to providing timely responses to customer inquiries, ensuring that customers receive prompt and appropriate answers to their questions and concerns.

This is our way - the LULA WAY