Call Centre and Processing Agent

About the role

The Call Centre and Processing Agent provides professional, customer‑centric support across phone, email and live chat while handling online payment processing, KYC verification and fraud monitoring. The role blends front‑line service with back‑office compliance to ensure a seamless experience and adherence to SunBet’s standards and regulatory obligations.

Key responsibilities

• Deliver multi‑channel customer support, aiming for first‑contact resolution.
• Assist with account registration, login issues, suspensions, closures and general account queries.
• Handle enquiries about deposits, withdrawals, bonuses, wagering requirements and account management.
• Perform KYC verification, validate identity documents and proof of residence.
• Process deposits and withdrawals in line with company procedures and regulatory requirements.
• Investigate failed payments, monitor for suspicious activity and escalate fraud concerns.
• Maintain accurate records in CRM and ticketing systems and meet SLA, quality and productivity targets.
• Collaborate with internal teams and external service providers to resolve issues and improve service delivery.

Required profile

• Strong verbal and written communication skills with a customer‑first mindset.
• Ability to handle difficult conversations professionally and empathetically.
• Excellent problem‑solving, conflict‑resolution and de‑escalation abilities.
• Attention to detail and commitment to regulatory compliance (KYC, AML, POPIA, responsible gaming).

Required skills

• Experience using CRM and customer ticketing systems.