Fan Experience Agent at Sportingbet South Africa

Job Responsibilities: 

• Maintain updated knowledge of all company products and services in order to provide adequate education to our Fans
• Provide information and instructions about relevant products and services
• Provide fast and accurate assistance on account issues, deposits, withdrawals, and betting inquiries
• Assist customers with verifying their accounts, including handling KYC (Know Your Customer) documentation
• Field incoming phone calls and respond to phone messages from our Fans
• Promptly respond to our Fans questions submitted via chat, email or our website in a professional and friendly manner
• Answer Our Fans questions and provide information to resolve any issues
• Obtain necessary information from our Fans to adequately follow up
• Document important Fan Information for future reference
• Listen to our Fans concerns and complaints with the goal of identifying the causes of the problem
• Select appropriate responses to our fans issues and work quickly to resolve them
• Work closely with other departments to ensure a smooth customer journey
• Refer advanced cases to shift leaders and team management for resolution

Job Requirements: 

• Proven 2-5 year’s experience working in customer-facing role, preferably in an online gambling or sports betting
• Proficiency in English
• Excellent communication skills, both written and verbal
• Ability to handle challenging situations calmly and professionally
• Familiarity with KYC processes and basic AML (Anti-Money Laundering) procedures
• Proficient in using customer service software and CRM tools
• Strong problem-solving skills and attention to detail
• Flexibility to work shifts, including evenings, weekends, and public holidays
• Problem solving and educating our Fans

Soft skills: 

• Time management skills
• Attention to detail
• Customer orientated
• Enthusiasm
• Works well under pressure
• Teamwork
• Effective communication