Customer Service Agent - 6 month FTC

We're on the lookout for an exceptionally dedicated Customer Service Agent to join our mission to responsibly provide trusted technology and entertainment solutions to sports and casino gaming customers across emerging markets. If you're passionate about people, solving problems, and making every interaction count, this is the role for you.

About Us:

SportPesa is a growing, multi-award-winning global technology and entertainment company founded in 2014, focused on sports and entertainment news. Our platforms provide live sports scores and updates and, in certain markets, offer fully licensed, real money gaming services spanning sports betting and casino games. We are committed to responsibly delivering our game-changing services and investing in the development of sports and local communities. We use the power of sport and entertainment to unify people everywhere: connecting customers with excitement, sports clubs with funding, and society with opportunities.

Our drive, dedication, and determination have enabled us to open our doors in Cape Town in 2018. We've built a tight-knit community of trailblazers and innovators and would love you to be part of our quest to make every opportunity count.

The Role:

As a Customer Service Agent, you’ll be the first point of contact between SportPesa and our users providing top-tier service, solving queries with speed and empathy, and ensuring our customers always feel heard and supported.

In this dynamic, high-paced role, you’ll work in shifts (including weekends and public holidays) as part of a collaborative support team, interacting with users via digital platforms and liaising closely with other internal departments. Your core responsibilities will include:

• Responding to customer inquiries via live chat, email, and other platforms in a professional, timely, and accurate manner.
• Troubleshooting and resolving customer issues related to account access, transactions, and game navigation.
• Escalating complex cases to Tier 2 or technical teams where appropriate, ensuring clear handovers.
• Maintaining up-to-date knowledge of our platforms, promotions, and responsible gaming policies.
• Logging and categorising tickets in our support systems accurately for analysis and follow-up.
• Upholding company values, customer care standards, and compliance at all times.

The Person:

We are looking for someone customer-obsessed, calm under pressure, and digitally sharp. You love helping people, thrive in fast-paced environments, and are energised by solving problems with a smile. You're reliable, positive, and take pride in offering outstanding service, no matter the time of day.

Essential Skills:

• Matric or equivalent (a tertiary qualification is advantageous).
• 1–2 years’ experience in a customer-facing role, preferably in an online or contact centre environment.
• Excellent communication skills in English (written and verbal); additional languages are a plus.
• Strong computer literacy and ability to navigate multiple systems simultaneously.
• Problem-solving mindset, patience, and a high level of emotional intelligence.
• Ability to work flexible hours, including weekends and public holidays.

Preferred Qualifications:

• Experience in online betting, iGaming, or financial services support.
• Familiarity with tools like Zendesk, Freshdesk, or similar customer support platforms.
• Knowledge of responsible gambling principles and/or AML practices.
• A passion for sports and gaming, and an understanding of how customers interact with live betting, casino games or sports platforms.