Customer Support Agent at LulaBet

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