Overview

Call Centre and Processing Agent Jobs in Gaborone, Botswana at Sunbet

Title: Call Centre and Processing Agent

Company: Sunbet

Location: Gaborone, Botswana

The Call Centre and Processing Agent is responsible for delivering efficient, professional, and customer-centric support across all customer interactions, while also performing online payment processing, KYC verification, and fraud monitoring functions. The role combines frontline customer service across multiple channels with the operational processing of payments, withdrawals, and compliance-related activities, ensuring a seamless customer experience and adherence to SunBet’s service standards and regulatory requirements.

Key Responsibilities

Customer Service & Call Centre

  • Deliver professional customer support across multiple channels, including phone, email, and live chat.
  • Resolve customer enquiries efficiently, aiming for first-contact resolution.
  • Assist customers with account registration, updates, login issues, suspensions, and account closures.
  • Handle queries relating to deposits, withdrawals, bonuses, wagering requirements, and general account management.
  • Manage escalated or sensitive customer interactions using effective conflict resolution and de-escalation techniques.
  • Accurately capture customer interactions and maintain records within CRM and ticketing systems.
  • Meet service level agreements (SLAs), quality assurance standards, and productivity targets.

Payment Processing & Compliance

  • Perform KYC verification by validating identity documents and proof of residence.
  • Process customer deposits and withdrawals in accordance with company procedures and regulatory requirements.
  • Investigate failed deposits and payment exceptions, escalating unresolved issues where necessary.
  • Monitor customer accounts for suspicious or potentially fraudulent activity and escalate concerns for investigation.
  • Follow up on outstanding FICA documentation to ensure ongoing compliance.
  • Support AML and Financial Intelligence Centre (FIC) reporting requirements.
  • Maintain compliance with responsible gaming, AML, POPIA, and internal compliance standards.

Stakeholder Collaboration

  • Work closely with internal teams to resolve customer issues and improve service delivery.
  • Build strong relationships with internal stakeholders and external service providers.
  • Keep up to date with product knowledge, payment systems, compliance requirements, and fraud trends.

Core Behavioural & Technical/Proficiency Competencies

Customer Service

  • Excellent verbal and written communication skills.
  • Strong customer service orientation with a customer-first mindset.
  • Ability to handle difficult conversations with professionalism and empathy.
  • Strong problem-solving, conflict resolution, and de-escalation skills.

Payments, Compliance & Fraud

  • Knowledge of KYC, FICA, AML, POPIA, Consumer Protection, and responsible gaming requirements.
  • Understanding of payment processing, deposits, withdrawals, bonuses, and wagering processes.
  • Ability to identify suspicious transactions and support fraud prevention activities.
  • Strong attention to detail and commitment to regulatory compliance.

Systems & Technical Skills

  • Experience using CRM and customer ticketing systems.
  • Ability to work across multiple systems simultaneously while maintaining accurate records.
  • Basic computer literacy, including Microsoft Office and web-based applications.
  • Experience with BOP, Stratech, or similar payment processing systems will be advantageous.
  • Knowledge of online betting products and sportsbook operations will be beneficial.

Behavioural Competencies

  • Strong organisational and time management skills.
  • High levels of accuracy and attention to detail.
  • Ability to work independently while contributing effectively within a team.
  • Professionalism, accountability, and ownership of customer requests.
  • Adaptable, resilient, and eager to learn in a fast-paced environment.

Qualifications

  • Grade 12 / Form 5 (Minimum Requirement).
  • Diploma in Sales, Marketing, Hospitality, Quality Assurance, Auditing, Risk Management, or a related field will be advantageous.

Experience

  • Minimum 1–2 years’ experience in a customer service or call centre environment.
  • Experience within an online betting, gaming, financial services, banking, or payment processing environment will be advantageous.
  • Experience processing customer payments, withdrawals, or account verification activities.
  • Experience performing KYC verification and working within a regulated environment.
  • Understanding of fraud prevention and compliance processes.
  • A valid National Gambling Board (NGB) Key Gaming Licence, or the ability to obtain one, will be advantageous.
  • Willingness to work shifts, weekends, public holidays, and extended hours when required.

“If you have not heard from us within 14 days of the closing date, please consider your application unsuccessful.”

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