Customer Service Representative

Salary: Probation: R64.00 per hour | Post Probation: R64.00 per hour + 30% KPI performance
bonus.

State Date: Immediately (1-2 week notice in terms of current employment contract)

Location: On-site - 80 Strand street, Cape Town.
Position: Full time (subject to 3-month probation period).
Working Hours: Rotational morning and evening shifts between 7 am and 7am the following
morning, Monday to Sunday and public holidays.

*Compensation in terms of the BCEA are applicable for night shifts, over-time, public holidays and Sundays.
Compensation for working overtime: 1.5 x Ordinary Hourly Rate, Compensation for working on a Sunday:
1.5 x Ordinary Hourly Rate, Compensation for working on a Public Holiday: 2 x Ordinary Hourly Rate,
Compensation for Night Shift: 15% of Ordinary Hourly Rate.

*Transportation home is provided to candidates working night shifts (currently for agents living in the
following areas [with the intention to extend these areas] - Milnerton, Mitchells Plain, Nyanga, Khayelitsha,
Mfuleni, Phillipi, Deft, Woodstock, and Montana).

About us: YesPlay is an online betting operator, licensed by the Western Cape Gambling and
Racing Board, under licence number: xxxxxxx-010. After joining the bookmakers’ playing
field in 2013, we are now one of South Africa’s leading and most trusted betting platforms.
Yesplay.bet offers a variety of exciting games ranging from slots, lucky numbers and sports
betting, to live casino style games from renowned developers such as Habanero, BetGames,
Evolution Gaming, Ezugi and Pragmatic Play. If you are looking for a collaborative dream-
team and join the mission to provide excellent customer service then this is your sign to say
YES and join our team as we continue to say YES to opportunity and making the impossible
possible.

Responsibilities:
1. Provide professional and efficient customer service to YesPlay customers.
2. Respond to customer reviews, queries and complaints through various channels, including electronic mail, live chat, telephone, social media and review platforms.
3. Keep customers informed and updated on the status of their queries/requests.
4. Prepare well-formulated and professional responses to customer inquiries.
5. Address customer queries promptly and professionally to maintain YesPlay's reputation.
6. Ensure all customer responses are appropriate, on-brand, correct and timely.
7. Provide telephonic assistance/guidance to customers as requested.
8. Study and review YesPlay's training and support manuals regularly.
9. Exhibit strong written and verbal communication skills to provide accurate and helpful responses.
10. Comply with internal customer care and fraud policies, as well as applicable laws and regulations.
11. Understand customer complaints/queries/requests to provide helpful assistance.
12. Demonstrate excellent investigation skills to understand and resolve customer issues.
13. Escalate customer queries and feedback to relevant departments/personnel
14. Assist in updating support manuals and guidelines with new information and feedback.
15. Follow instructions from supervisors and management.
16. Stay informed about the products offered by YesPlay.

Qualifications:
Expected experience/skills/qualifications:
1. Previous customer support experience: 3 to 5 years required
2. Excellent communication skills, both written and verbal as well as ability to type accurately at 30 words per minute minimum
3. Strong problem-solving and decision-making abilities.
4. Attention to detail and accuracy in record-keeping.
5. Ability to work effectively in a fast-paced and dynamic environment.
6. High school diploma or equivalent; a college degree is a plus.

Nice-to-haves:
1. Knowledge of responsible gaming practices and a commitment to promoting
responsible gambling.
2. Familiarity with gaming regulations and compliance is a plus.
3. Proficiency in using customer support software such as Zendesk / Euphoria.