Customer Support Representative

Company Description

FirstBet is a leading omni-channel betting and gaming platform in South Africa with retail branches in the Western Cape and Gauteng and a rapidly growing online presence. Since 2016, we have been committed to delivering an exceptional betting experience through our innovative website, which offers sports betting, horse racing, lucky numbers, and live casino-style games available around the clock. We emphasize customer well-being by supporting responsible gambling and ensuring the highest level of online security and FICA compliance for all users.
Our core values—unity, integrity, responsibility, enthusiasm, and ingenuity—define our culture and commitment to uplifting our team members and customers alike.

Role Description The Customer Support Representative is a full-time on-site role located in the southern suburbs of Cape Town. In this role, you will provide excellent customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.

Key responsibilities include assisting customers via live online chat, phone, email, troubleshooting problems, reviewing FICA documents and delivering prompt resolutions to enhance the overall customer experience. You will also provide accurate information about our offerings and maintain a positive and professional attitude during customer interactions.

Qualifications

• Strong skills in Customer Support and Customer Service to address, manage, and resolve client inquiries and issues effectively

• Experience working on Aardvark software advantageous

• Proficiency in Communication to interact clearly and professionally with customers across various channels

• Ability to deliver Customer Satisfaction through active listening, empathy, and personalized service

• Experience in Troubleshooting to identify and resolve technical issues or challenges efficiently

• Strong organizational and time-management skills

• Flexibility to work in shifts, including evenings and weekends

• Proficiency in computer systems and customer service tools

• Prior experience in the betting or gaming industry is advantageous