Customer Service Agent - Online Gaming

Recruiter:

Neo Brokers (Pty) Ltd

Job Ref:

CPT000044/NG

Date posted:

Thursday, April 2, 2026

Location:

Cape Town, South Africa

SUMMARY:

Job Description
Executive/Personal Assistant
Neo Brokers is a dynamic and innovative company dedicated to providing B2B FinTech solution to the African
continent. We are passionate about using cutting-edge technology to create solutions that drive our industry
forward.
We are looking for a lively, proactive and detail orientated Executive/Personal Assistant to the directors of the
company. You will join a team of Key Support Executive staff, to meet the company and personal needs of
the executives.

POSITION INFO:
Reporting to the Customer Service Team Lead and Operations Manager, the Customer Service Agent will provide professional support to customers across multiple channels while assisting with account verification (FICA), deposits, withdrawals, and general account queries.

Key Responsibilities

Provide telephonic, email, live chat and WhatsApp support to customers
Act as a liaison between customers and internal departments
Assist customers with account queries, complaints, billing, cancellations and general enquiries
Assist customers with placing bets, refunds and cancellations
Guide customers through the website and mobile platform
Register new customers and activate accounts
Verify customer information and perform FICA verification and compliance checks
Accurately capture and update customer and payment information
Manage customer deposits and withdrawal requests
Assist customers with withdrawal procedures, requirements and timelines
Investigate and resolve withdrawal queries, such as delayed or declined withdrawals
Liaise with Finance, Risk and Trading departments to resolve customer queries and ensure withdrawals are processed timeously
Escalate priority or unresolved queries to relevant departments
Log website/system errors and report technical issues
Inform customers of promotions, deals and new offers
Deliver onboarding scripts and explain promotional terms where required
Follow up on customer queries where necessary
Open, update and close customer interaction records
Assist with customer satisfaction reporting and feedback
Stay up to date with system, policy and product changes
Liaise with the software provider's support where necessary

Requirements

Matric / Grade 12
1–2 years customer service or call centre experience in online gaming
Previous online gaming/betting experience required
Strong communication and customer service skills
High level of integrity and confidentiality
Ability to work rotational shifts
Interest in sports and online gaming is advantageous
Must live in Cape Town / Century City or be able to commute

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