Customer Support Advisor

Cape Town, South Africa  

Must be willing to work shifts, weekends and holidays. 

Welcome to Virgin Bet, where innovation meets excitement in the heart of Cape Town! As a proud member of the LiveScore Group, Virgin Bet is on an exhilarating journey to redefine the world of online betting. We’re excited to expand our vibrant team and bring our exceptional services to new heights.  

Virgin Bet thrives on providing an unparalleled betting experience that combines cutting-edge technology with a passion for sports. Our culture is built on collaboration, creativity, and diversity, fostering an environment where every employee can make their mark while enjoying the thrill of the game. Join us as we embrace the dynamic spirit of Cape Town and contribute to a brand that pushes boundaries and champions innovation. 

If you’re ready to embark on an adventure with us, we can’t wait to meet you and see how you can help us shape the future of Virgin Bet! 

The Role 

Integral to our success at Virgin Bet South Africa, we are looking for motivated, positive, and personable Customer Support Advisors to help guide and assist our customers within the Support team. Sports and betting knowledge isn’t essential when applying, as you will be provided with the relevant training and support. If sport is your passion, we’ve got you covered with sports on in the background 24/7.

This role would be well-suited to a person who is enthusiastic, empathetic, and resilient. Virgin Bet SA prides itself as an organisation that ensures the customer's experience is positive and memorable. As the first point of contact for our customers, the successful candidate will be responsible for delivering a high-quality service. A busy sporting calendar will mean that you will need to be flexible with your working hours, including evenings & weekends, but you will be rewarded!

Key Responsibilities 

• Respond professionally to a range of inbound Live Chat, Email & Phone queries across our multiple labels.
• Demonstrate the ability to deliver an excellent customer experience, whilst ensuring compliance and efficiency standards are met.
• Communicate in a prompt, thoughtful and clear manner.
• The ability to multi-task between customer contacts.
• Listen, probe, and investigate enquiries to determine the underlying needs of the customer.
• Address any issues of conflict or complaint whilst displaying commercial awareness.
• Identify opportunities to upsell and cross-sell products and services to customers when appropriate.
• Stay up to date with company products, services, and policies to accurately answer customer questions.
• Collaborate with other departments to ensure customer satisfaction and retention.
• Classify customer contact, supporting the business in identifying process & product improvements.

Key Skills and Experience 

• Excellent written and verbal communication skills.
• Strong team player with a proactive, “can-do” attitude and ability to work independently.
• High level of accuracy and attention to detail, especially in data handling.
• Proficient in Microsoft Office and comfortable with digital platforms and mobile apps.
• Comfortable using AI-powered support tools (e.g., automated workflows, chat suggestions, fraud alerts) to enhance efficiency and accuracy.

What can we offer?  

• Discretionary Company Performance bonus 
• Discovery Medical Aid 
• 21 days Annual Leave