Portuguese/ English Customer Service Agent

Founded in 2004, our client provides software development, digital marketing and support services to international iGaming platforms worldwide. The development team based in Woodstock is responsible for developing and maintaining end-to-end e-commerce platforms for their international clients, as well as back-end systems and tools for marketing, customer support, finance, payment process management, risk and fraud management and content management systems.  Due to expansion they are looking for a Portuguese/English Customer Service Agent to join their team.

Job description

General Obligations

• Carry out to the best of your abilities and under the control of the our client, such duties and functions as may reasonably be assigned to you from time to time by management   

• Obey and observe all the lawful regulations and reasonable directions and instructions which may be given to you from time to time by management   

• Serve the company well and faithfully, and, to the best of your abilities, promote the company’s interests   

• Exercise the utmost good faith towards the Company both in carrying out your duties hereunder and also in all your dealings with the Company   

• Be answerable to management at all times, and prepare and submit to management any such reports relating to your duties, from time to time, as may be required by management

Key Responsibilities

• Assist clients using live chat, email and telephone calls in English and Portuguese   

• Work on various in-house software systems    

• Identify and solve client issues using the in-house software provided or by sourcing relevant information in a timely fashion; following up to ensure resolution   

• Assessing the registered client data and accurately act on such   

• Endeavouring to locate and apply long-term solutions to all queries brought forward   

• Register client data and maintain an accurate client log   

• Escalating relevant queries through the correct channels   

• Keeping up-to-date with interdepartmental issues or updates affecting the client base   

• Providing constructive feedback on the customer service process   

• Contributing to the team effort by reaching qualitative and quantitative results as needed

Key Performance Indicators

• Quality of inbound and outbound contacts   

• Quantity of inbound and outbound contacts   

• Turnaround time of inbound contacts   

• Customer Satisfaction ratings   

• Annual Financial and Customer targets for Language market(s)   

• Customer behaviour post Customer Service Intervention (i.e. conversion of new registrations; reactivation of churn; actual transactions post unsuccessful attempt to transact)

Principle Accountabilities

• Inbound support: LiveChat; Email; Call Me Back   

• Outbound support: Calls to incentivize purchase; Welcome calls, Courtesy calls; Upsell calls; Verification calls; Winners’ calls   

• Weekly performance and service level reporting to Line Manager   

• Ensuring team standards are met by achieving quality SLAs   

• Escalating issues through the relevant channels   

• Abiding to processes, procedures and priorities as described    

• Allocating inbound support queries to correct departments or consultants for resolution   

• Proactively look to further understand departmental, business and industry related matters to increase understanding and improve service levels   

• Customer Relationship Management – English and Language   

• Working Saturday shifts on a rotational basis   

• Performing translations when operationally required to/ from Language

Management reserves the right to make additions and changes to the Key Responsibility Areas at any time, in line with the operational requirements of the business.

Our client is employee centric, and offer competitive remuneration packages, medical aid after probationary period and good opportunity for career growth and promotion.  They stay abreast with latest technologies and offer a flat structured team orientated environment. 


• Mother-tongue fluency in Portuguese
• Excellent written and verbal communication skills in Portuguese and English (additional European support languages would be of advantage)
• 1- 2 years’ experience in Customer Service (online Lottery and Gaming industry preferred)
• Minimum Grade 12 qualification
• Computer literate
• Comfortable with receiving and providing feedback
• Excellent Customer Relationship Management skills



Cape Town, Western Cape