SA Customer Success Associate

Sporty Group
South Africa
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Communication","Teamwork","Self-driven","Empathetic","Fast learning"]

Resolve customer issues on a first-call/first-time basis while educating customers on the company’s products and services. Handle inquiries across phone, chat, email, and social media using the service desk workflow to record, escalate, and follow up within SLAs. Enable self-service troubleshooting via the knowledge base, manage multiple open cases, and coordinate with internal teams to ensure customers remain satisfied and engaged.

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FursaFursa
Sporty Group
Sporty Group
8 months ago

SA Customer Success Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Resolve customer issues on a first-call/first-time basis while educating customers on the company’s products and services. Handle inquiries across phone, chat, email, and social media using the service desk workflow to record, escalate, and follow up within SLAs. Enable self-service troubleshooting via the knowledge base, manage multiple open cases, and coordinate with internal teams to ensure customers remain satisfied and engaged.
Location: South Africa
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Resolve customer issues on an FTR/FCR basis and ensure customers remain satisfied and continue using the products and services.
  • •Field customer queries via phone, chats, email, and social media, maintaining professionalism across all channels.
  • •Use the service desk to communicate, record, escalate, and follow up on customer issues within company processes and SLAs.
  • •Enable customer troubleshooting through the self-service knowledge base and guide customers to solutions.
  • •Prioritize and manage multiple open cases, escalate when needed, and work to KPIs and SLA thresholds.

Key Requirements

  • •Minimum of 3 years of customer support experience.
  • •Online gaming experience with a focus on sports betting.
  • •Excellent verbal and written communication skills.
  • •Knowledge of customer support service desks, including Freshdesk and Jira and/or Zendesk.
  • •Ability to work shifts (morning, afternoon, night) while following strict guidelines, processes, and SLAs.
Experience:3+ yearsOnline gamingSports betting
Skills:CommunicationTeamworkSelf-drivenEmpatheticFast learning
Tech Stack:FreshdeskJiraZendeskSocial media

Company Brief

Sporty Group
Operates an online retail platform offering sports apparel, equipment, and accessories across multiple sports categories, targeting consumers and amateur athletes with a range of brands and direct-to-consumer products.
Industry: E-commerce
Website