Overview
Contact Centre Agent Jobs in Stellenbosch at Nash Group Recruitment
Job Title: Contact Centre Agent
Location: Stellenbosch, South Africa (In-Office)
Company: GotSport
About the company:
GotSport is a leading U.S.-based sports management platform that provides software solutions to sports organizations, clubs, and governing bodies worldwide. Our Stellenbosch office serves as a key support hub, delivering high-quality assistance to our international client base.
Role Overview:
The Contact Centre Support Desk Agent provides front-line technical & customer support to users of the GotSport platform. This includes assisting clubs, teams, administrators & players with system issues, account management & general inquiries.
The role combines customer service with basic technical troubleshooting in a fast-paced support environment.
Key Responsibilities:
Customer Support
- Respond to inbound queries via phone, email, & on-line interface
- Assist users with login issues, registrations, payments & system navigation
- Provide clear step-by-step guidance to non-technical users
Technical Assistance
- Troubleshoot common platform issues (account errors, duplicate profiles, permissions)
- Escalate complex technical problems to higher-level support or engineering teams
- Log & track issues using ticketing systems
Platform Knowledge
- Maintain strong working knowledge of GotSport features:
- Player registration
- Team management
- Scheduling and fixtures
- Reporting tools
- Stay updated on system changes and updates
Administrative Tasks
- Maintain accurate records of support interactions
- Follow SLAs (service level agreements) & response time targets
- Assist with data cleanup & backend support when required
Requirements:
Essential
- Minimum Matric
- 1–2 years in customer service, call centre & helpdesk support
- Problem-solving mindset & patience
- Strong clear verbal & written English communication skills
- Basic computer literacy (CRM systems, email, spreadsheets)
- Microsoft Excel Intermediate proficiency
Desirable
- Current undergraduate studies in a sports related programme
- Experience supporting SaaS platforms
- Prior experience working with sports administration systems
- Technical troubleshooting skills
- Knowledge of ticketing tools (e.g. Zendesk, Freshdesk)
Key Competencies
- Customer Centric attitude & approach
- Attention to detail
- Strong ability to multitask under pressure
- Clear communication with non-technical users
Working Hours:
- 09:00 – 17:00 (Monday to Friday)
- In-office role based in Stellenbosch
- High-volume interaction environment during peak registration periods
Compensation:
- Monthly Rand equivalent to USD $1,000
Performance Metrics (KPIs):
- First response time
- Resolution time
- Customer satisfaction (CSAT) scores
- Ticket volume handled
- First-contact resolution rate
What We Offer:
- Opportunity to work with an international company
- Exposure to global clients and systems
- Supportive team environment
- Career development opportunities
Job Types: Temporary, Graduate
Pay: R15 000,00 – R17 000,00 per month
Work Location: In person
Title: Contact Centre Agent
Company: Nash Group Recruitment
Location: Stellenbosch
