Customer Support Agent at Digital Gaming Corporation (DGC)

Who we’re looking for

• We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DGC, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.
• Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

• We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.
• The goal of the Customer Support Agent is to ensure all communication, including chats, calls, and emails, are handled professionally and courteously while providing quality support to our customers. Our premium service to our customers allows us to establish long-term customer loyalty.   

What you’ll be doing

As part of your role, your responsibilities will include:

• Providing premium Customer Service through telephone, email, and online chats. 
• Adhere to strict KPIs that measure quality and productivity.
• Taking ownership of customer-related queries, escalating, and driving resolutions. 
• Be aware of updates and changes that impact the customer journey and operational processes.  
• Connecting with customers by displaying a level of interest in online gaming.
• Processing and resolving incoming and outgoing contacts in a multimedia environment. 
• Processing inbound and outbound campaigns to reach our customers. 
• Completion and problem-solving of tasks assigned during shift. 
• Establishing a rapport with loyal customers by being able to speak to multiple aspects of the product. 
• Congregate with fellow departments to implement solutions to customer issues.
• Excellent time management and adherence to the schedule 
• Performing extra tasks given by managers/shift supervisors as required.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Must be at least 21 years of age as per federal, state, and local regulations working within the gambling industry.
• Relevant degree / diploma within the relevant field.
• 1 year’s previous customer service experience.
• Strong written and verbal communication skills.
• Ability to maintain a friendly disposition under pressure.
• Strong problem-solving abilities.
• Team members must be able to qualify for gaming licenses required by federal, state, and local regulations (please note a police clearance certificate will be required for this role)
• Must be comfortable working in a 24/7/365 shift environment.
• Candidate must be based in Cape Town.

Desirable skills you’ve got up your sleeve

• It would be great if you also have some of the following skills:
• Previous experience in the online gaming or casino industry advantageous.