Call Centre Graduate

Tsogo Sun Digital – Graduate Call Centre Agent

Tsogo Sun Digital is looking for passionate, ambitious, and driven graduates to join our growing iGaming business.

This is an exciting opportunity for a graduate who is passionate about customer service, digital products, technology, and the fast-paced world of online gaming . As a Graduate Call Centre Agent, you will play an important role in delivering an exceptional customer experience to our players while gaining practical exposure to the operational side of a leading digital gaming business.

You will interact directly with customers across a range of digital gaming queries, assist with account and payment-related questions, resolve issues efficiently, and identify opportunities to improve the overall player experience.

The role provides hands-on workplace experience, structured learning, and the opportunity to develop a successful career within South Africa’s growing digital gaming industry.

Our successful Graduate Call Centre Agents will:

Customer Experience & Player Support

• Deliver friendly, professional, and responsive customer service across multiple communication channels.
• Respond to customer queries relating to gaming accounts, deposits, withdrawals, promotions, bonuses, bets, and general platform functionality.
• Investigate customer issues and provide accurate, timely resolutions.
• Escalate complex or sensitive queries to the appropriate internal teams.
• Maintain a high level of professionalism and empathy when dealing with customers.
• Ensure all customer interactions are accurately recorded and documented.
• Identify recurring customer issues and provide feedback to improve processes and the overall player experience.
• Contribute to customer satisfaction and service-level targets.

Digital Gaming Operations

• Develop a strong understanding of the company’s digital gaming platforms, products, promotions, and customer journeys.
• Assist customers with navigating digital gaming products and resolving basic technical or platform-related queries.
• Monitor customer activity and identify unusual or potentially problematic behaviour for escalation.
• Work closely with Payments, Risk, Compliance, Technology, and Operations teams to resolve customer issues.
• Follow established procedures relating to responsible gaming, customer verification, payments, and account security.
• Keep up to date with product changes, promotions, procedures, and digital gaming trends.

Payments, Risk & Account Support

• Assist customers with queries relating to deposits, withdrawals, payment methods, and transaction status.
• Support customer verification processes in line with established procedures.
• Identify and escalate potentially fraudulent, suspicious, or unusual customer activity.
• Follow internal processes relating to customer security, responsible gaming, and risk management.
• Liaise with relevant internal teams and third-party service providers where required to resolve customer queries.

Reporting & Continuous Improvement

• Capture accurate information relating to customer interactions and enquiries.
• Assist with basic operational reporting and analysis of customer trends.
• Identify opportunities to improve customer journeys, processes, and service delivery.
• Participate in team meetings, coaching sessions, and continuous improvement initiatives.
• Contribute ideas and feedback that can enhance the digital gaming customer experience.

To be considered for the Tsogo Sun Digital Graduate Call Centre Agent role, candidates should have:

• A completed university degree or equivalent tertiary qualification in a relevant discipline.
• Suitable fields may include Communications, Marketing, Psychology, Information Technology, Information Systems, Digital Media, Hospitality, Tourism, Business-related disciplines, or other relevant fields .
• Applicants with degrees or qualifications primarily focused on Accounting, Finance, Auditing, Law, or similar fields are not the target profile for this opportunity.
• A genuine interest in digital gaming, technology, customer experience, and online products .
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Good problem-solving and critical-thinking abilities.
• Strong attention to detail and the ability to accurately capture information.
• The ability to remain calm, professional, and solutions-focused when dealing with challenging customer interactions.
• A positive attitude, willingness to learn, and enthusiasm for working in a fast-paced digital environment.
• The ability to work effectively as part of a team and collaborate with multiple departments.
• A willingness to work flexible shifts, including evenings, weekends, and public holidays where required.

What we are looking for

We are looking for graduates who are energetic, curious, digitally savvy, customer-focused, and eager to learn .

You do not need to be a gaming expert or have previous call centre experience. What matters most is your ability to communicate confidently, solve problems, learn quickly, connect with customers, and thrive in a fast-moving digital environment.

If you are excited by customer experience, technology, digital entertainment, and the opportunity to build a career in iGaming , we would love to hear from you.