Customer Service Specialist

Company Description Rapidpace Managed Services is an iGaming consultancy organization providing managed services and advisory support to the online gaming sector, with offices in Malta and Ras Al-Khaimah is now hiring remote CS agents in Capetown and Johannesburg. The company delivers comprehensive outsourcing solutions, including back-office support, customer service, risk management, fraud prevention, player payouts, talent acquisition, and CRM management. With deep industry expertise, Rapidpace ensures seamless integration with clients’ existing operations, helping them focus on core business activities. The team is committed to efficiency, reliability, and long-term growth for its partners. Candidates joining Rapidpace can expect to work in a dynamic, specialized industry with an emphasis on operational excellence and high-quality service.

Role Description The Customer Service Specialist is a full-time, remote role responsible for supporting players and partners across multiple communication channels, including email, and chat, . Daily tasks include responding to inquiries, resolving issues related to accounts, payments, and gameplay, and ensuring that each interaction meets established service standards. The specialist will document and track cases, escalate complex issues to relevant teams, and follow up to ensure timely resolution. The role also involves gathering and reporting customer feedback, identifying recurring problems, and contributing to continuous improvements in processes and player experience. Collaboration with risk, fraud, and CRM teams is expected to maintain compliance with internal policies and industry regulations.

Qualifications

• Candidates should possess strong Customer Service and Customer Support skills, with experience handling inquiries in a fast-paced environment.
• Candidates should possess skills in Customer Satisfaction and Customer Experience, focusing on delivering empathetic, solution-oriented interactions.
• Candidates should possess excellent Phone Etiquette and clear written communication skills for professional, courteous contact across channels.
• Relevant experience in online gaming, technology, or outsourcing environments is beneficial.
• Ability to work independently in a remote setting, manage time effectively, and handle sensitive information with discretion.
• Comfort with CRM or ticketing systems and basic proficiency with common office and communication software.
• Willingness to work flexible hours, including evenings, weekends, or holidays, depending on operational needs.
• Fluency in English required; additional languages are an advantage.