Customer Service Advisor

Customer Service Advisor

Location : Cape Town

Industry : Online Gaming & Sports Betting

About the Role

Our client is looking for a motivated Customer Service Advisor to join their fast-paced support team in Cape Town. This isnt a standard call centre role its an opportunity to be on the frontline of one of the most dynamic industries, where every interaction matters. Youll be the first point of contact for customers across multiple channels, while also playing a vital role in player verification, fraud prevention, and responsible gaming.

As a Customer Service Advisor, youll combine empathy with sharp attention to detail, helping customers resolve their queries while safeguarding the business through strong compliance practices.

Key Responsibilities

Deliver professional, accurate, and friendly support across calls, emails, live chat, and social media.

Handle KYC and account verification checks, including document reviews and age / security validations.

Monitor, assess, and escalate potential fraud or suspicious activity using advanced tools and third-party KYC providers.

Support customers with account administration tasks including deposits, withdrawals, and chargebacks.

Resolve customer queries efficiently and escalate complex issues where needed.

Maintain clear and accurate records of customer interactions and account status.

Ensure compliance with regulatory requirements, AML, and responsible gaming policies at all times.

Contribute to improving support processes and the overall customer experience.

Act as a brand ambassador, fostering trust and loyalty through effective communication.

Skills & Experience

Experience in the iGaming industry or a related field with a strong customer service background.

Excellent written and verbal communication skills, fluent in English.

Familiarity with Anti-Money Laundering (AML) and Responsible Gaming regulations.

Ability to manage multiple tasks effectively in a fast-moving environment.

Strong team player with a proactive, can-do mindset, but also capable of working independently.

High attention to detail and accuracy, particularly in data handling.

Experience with KYC, fraud detection, payments, or risk management is highly advantageous.

Proficient in Microsoft Office and confident with digital platforms and mobile apps.

Quick learner with the adaptability to embrace new tools, systems, and processes.

Comfortable using AI-powered support tools (e.g., automated workflows, chat suggestions, fraud alerts) to improve speed and accuracy.

Why Join?

This is your chance to be part of a growing team in one of the worlds most exciting industries. Youll gain exposure to every aspect of customer engagement from technical support to fraud detection and develop skills that open the door to future career progression. If you thrive in fast-paced environments, care deeply about customers, and want to make an impact in iGaming, this role is for you.