Customer Service Agent

Customer Service Agent job vacancy in Cape Town.

In iGaming, customer service is not a back-office function — it is the front line of retention, compliance, and brand credibility. Every interaction influences player loyalty, wagering activity, and long-term value.

We are seeking a sharp, composed, and digitally confident Customer Service Agent to become the first point of contact for our gaming customers. This role operates at the intersection of player engagement, compliance awareness, and operational efficiency.

If you understand that fast response times matter — but accurate, compliant responses matter more — this role will suit you.

The Customer Service Agent supports players via email and live chat/instant messaging across sports book and casino platforms.

You will guide customers through deposits and withdrawals, platform navigation, bet types, bonuses, and account queries — all while maintaining strict confidentiality and compliance discipline.

In iGaming, speed is expected. Precision is essential.

• Player Support & Engagement
  • Deliver high-quality customer service via email and live chat to B2C gaming customers
  • Educate players on digital platforms including online and mobile functionality
  • Guide customers through deposit and withdrawal processes
  • Assist with navigation of sports book markets, bet types, and casino offerings
  • Maintain professionalism and consistency across all interactions
• Operational Collaboration
  • Escalate technical, payment, or compliance-related issues to the appropriate stakeholders
  • Liaise with internal departments to ensure timely resolution of customer-impacting issues
  • Navigate internal systems efficiently to provide first-time resolution wherever possible
• Compliance & Account Integrity
  • Understand regulatory and compliance responsibilities within a licensed gaming environment
  • Identify when customers require additional support or account review
  • Ensure account information remains accurate, secure, and confidential
  • Assist with bonus reviews and daily player oversight in accordance with internal governance
• Insight & Continuous Improvement
  • Relay player feedback, dissatisfaction trends, and recurring queries to relevant stakeholders
  • Stay updated on product changes, promotional campaigns, and operational updates
  • Meet and exceed defined monthly KPIs

• Minimum 2 years experience in a customer-focused environment
• Experience with in iGaming, sports book, online casino, or eCommerce environments advantageous
• Excellent written and verbal communication skills
• Strong digital literacy and ability to navigate multiple systems simultaneously
• High attention to detail, particularly when dealing with player accounts
• Ability to work effectively within a team and escalate issues confidently
• Comfortable working shifts, including nights, weekends, and public holidays
• Proficient in Microsoft Office
• Strong general computer literacy and system navigation skills

• In online gaming, customer experience directly impacts revenue and reputation.
• A well-handled query can increase player trust and lifetime value. A poorly handled one can lead to churn or regulatory scrutiny. This role demands emotional intelligence, composure under pressure, and operational awareness.
• If you thrive in high-volume digital environments and want to operate at the centre of a dynamic iGaming operation — this is where you build that experience.