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Job Title
Portuguese Customer Support - Online Gaming Industry
Employment Type
Full Time
1 to 3 years
Job Published
07 September 2022
Job Reference No.

Job Description

Must have South Africa Citizenship or Permanent Residency

Hybrid working Model - 3 days Office / 2 days home

Job Description

An established International Contact Centre online gaming company in Cape Town CBD, is looking for a Portuguese-speaking Customer Service Agent to join their international team.

This exciting opportunity is ideal for the young professional, who wants to gain valuable experience in a multi-disciplinary environment, work with cutting edge technologies, while serving the European market in the online gaming industry.

Key Performance Areas:

  • Identify the needs of the end user
  • Answer chats, calls, and respond to emails in the Portuguese language
  • Research required information using available resources
  • Manage and resolve customer complaints
  • Provide customers with product and service information
  • Enter and update customer information into system
  • Identify and escalate priority issues
  • Follow up customer calls where necessary

Your duties will include but not limited to:

  • Promotion driven interventions, inbound (and/or outbound when required)
  • Financial information, gaming advice, and review for additional offers, proactive value adds
  • Customer relationship building and management by maintaining customer notes and paying attention to customer cues
  • Responding promptly and interact effectively with casino customers via a different number of channels, namely calls, emails, webchats, social media
  • You will be required to stay abreast with customer centre SLA's as teamwork will be required to maintain and exceed the expectations set.
  • Ensure that more complex customer issues are followed up and resolved in a timely manner (by following defined escalation path when required)

Knowledge and Skills:

  • Strong customer service skills; ability to create rapport with customers, via telephone, live-chat, and email
  • Fluent in spoken & written English/Portuguese (mother tongue level)
  • Strong communication skills (verbal and written) - especially empathy, active listening skills, with the ability to "read between the lines"
  • Excellent organization, multi-tasking and time management skills
  • A proven ability to see problems through to their resolution
  • An excellent history of attendance and adherence to work schedules
  • Demonstrated literacy in MS Office (Outlook, Word and Excel)
  • Prioritize tasks in a busy environment
  • Proven passion for customer service and excellent CRM skills
  • Pro-active, organized and strong personal drive

Qualifications and Experiences:

  • Completed Matric
  • Customer Service Experience – 1-year experience
  • Previous Call Centre work (an advantage)
  • Previous working experience in the online gaming industry a definite advantage
  • Valid driver’s license and own transport is advantageous
  • Ability to work rotational shifts

Shift work on rotation:

  • 6 am - 2 pm
  • 2 pm - 10 pm
  • 10 pm - 6 am